Responsibilities:

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.