Job Description
RESPONSIBILITIES
- Address user’s tickets regarding software configuration and changes in POS application, hardware, and networking;
- Answer phone, respond to customer requests, and provide customers with simple, step-by-step instructions;
- Provide updates and configuration of Client’s software;
- Diagnose and troubleshoot technical issues, including account setup and network configuration;
- Walk customers through installing applications and computer peripherals;
- Conduct remote troubleshooting;
- Perform advanced software repair and installations on customer computers by troubleshooting via remote service tools;
- Ensure all issues are properly logged;
- Work effectively in a team environment and help others where needed;
- Work and connect with colleagues offshore;
- Perform special assignments as required;
- Report customer feedback and potential product requests;
- Follow up with customers to ensure their IT systems are fully functional after troubleshooting; and
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
*Onsite CEBU and DUMAGUETE