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Responsibilities :
• 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 clients 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
• Refer to internal database or external resources to provide accurate tech
solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients 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
• Maintain jovial relationships with clients
Job Summary
WebMediaExperts is a global IT solutions with over 11 years experience and about 40 employees. We provide full-cycle services in the areas of software development, web -based enterprise solutions, web application and portal development. Combining our solid business domain experience, technical expertise, profound knowledge of latest industry trends and quality-driven delivery model we offer progressive end-to-end web solutions.
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