• Respond to telephone calls by following the company's specific procedures and protocols • Introduce self and company over the telephone and inquire into how a customer wants to be assisted • Listen to the customers» problems carefully and jot down any important points • Ask questions to determine details of problem and note down important information • Diagnose and resolve technical glitches in systems and run customers through appropriate steps to solve problems • Analyze problems and instruct callers
on how to resolve them by walking them through each step • Provide walk - throughs to customers and inquire into any changes that transpire • Troubleshoot problems by applying advanced knowledge of software and hardware systems • Escalate complicated issues to the supervisor or appropriate departments and perform regular follow up • Create tickets in the system according to specified procedures and ensure that they are followed up
on priority basis • Respond to inquiries regarding services and timelines through emails, tickets and over the telephone • Ascertain that all customer information is kept safe and confidential at all times • Create and maintain records of calls
on each shift and use them for troubleshooting and reference purposes • Ascertain that irate customers are
handled according to specific company protocols and supervisors» orders • Inform supervisors of any recurring problems in customers» accounts and ensure that they are resolved immediately • Keep abreast of changes and trends in system information and technology updates