Handle customer queries, issues, and complaints via phone, email, chat, or ticketing systems.
Provide
first-level technical support
for software, applications, or IT-related services.
Troubleshoot and escalate unresolved issues to the appropriate technical team.
Guide customers through product usage, installation, and basic troubleshooting.
Maintain accurate records of customer interactions, feedback, and resolutions.
Ensure timely follow-up with customers for issue resolution and satisfaction.
Collaborate with internal teams (development, QA, sales) to resolve customer concerns.
Educate customers on company products, updates, and new features.
Meet performance targets such as response time, resolution time, and customer satisfaction.
Continuously improve knowledge of IT products, services, and support processes.