Technical Support Representative

Handle customer questions, incidents and service requests

Communicate in the language of the customer by avoiding technical terminologies and jargon

Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s

Assess/determine impact and urgency of the incident to the customer and the business

Work to build cooperative relationships with customers

Give customers a realistic estimate of the time it will take to resolve an incident or request

Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable

Log the ticket accurately with all the important information provided by the customer

Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer

Demonstrate willingness to take ownership of the call by acknowled...