- Troubleshoot, research, isolate, and resolve information system issues using internal knowledge base and tools.
- Identify customer issues that require escalation to the next level for resolution under established protocols.
- Utilize a comprehensive understanding and knowledge of information systems products and services to provide technical assistance to customers.
- Carry out additional duties and tasks as delegated by the Team Lead.
- Handle customer inquiries received directly through the queue via phone, or other internal communication channels.
- Prepare service pricing, quotations, and invoicing based on the diagnostics performed.
- Ensure accurate documentation of all interactions, cases, and recommended solutions.
- Maintain high levels of customer satisfaction through professional communication and efficient problem‑solving.
- Escalate complex or unresolved cases in alignment with internal procedures and service guidelines.
Schedule is M - F, business hours, fully remote