Customer Support: Handling customer queries on phone/emails/chat (NOT related to sales)

Attend and acknowledge each customer call/mail.

Technical Troubleshooting: Resolving technical issues raised by customers through:

o Remote assistance tools like Teamviewer,Anydesk,Showmypc

o Phone support

o Email/Chat support

Raising trouble tickets

Perform basic level troubleshooting for resolving customer issues.

Help with investigations during escalations.

Assist in resolution of technical/non-technical issues faced by customers. 

Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.

100% adherence to support processes. The list includes:

o Time accounting

o Ticket management

o Review of backlogs owned on a shift basis so as to make them close to zero.

o Review of owned incidents that are completed and need to be closed.

o Follow-up with customers on the solution provided.

o Review customer feedback with a view to improving and enhancing support quality

Replicate, test and resolve incidents that were logged by customers

Administrative work: Simple operations (e.g. Applicaion setup) on backend systems

Execute test cases manually to verify the expected results and fix any bugs found