Job Description
- Research and identify solutions to software and hardware issues
- Track product and or software issues through to resolution, within agreed time limits
- 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
- Follow up with clients to ensure their product and services are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Assist management in creating training materials pertaining to troubleshooting and usage
- Organize and file documentation pertaining to warranties and instructional guides
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly unde...
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