Taking ownership of customer issues reported and seeing problems through to resolution
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Available for a specified internship period.

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