Technical Support & Resolution (50%) Front Customer Touchpoints: Manage the Company's official Helpdesk hotline and email during operating hours to ensure that all customer enquiries and issues are captured.
Level 1 Triage: Perform remote preliminary checks of all reported maintenance and technical faults.
Independent Level 2 Support: Conduct advanced remote troubleshooting and issue resolution independently whenever possible before escalating.
Smart Dispatching: Accurately identify problem areas to assign and notify appropriate engineers, cabling technicians or managers.
System Testing: Participate actively in User Acceptance Testing (UAT) and rollout of new Customer Relationship Management (CRM) system as well as subsequent system enhancements and bug fixes. Administrative Support (50%) Ticket Management: Ensure all Helpdesk cases have tickets created with accurate fault docket information input on the CRM system.
SLA Tracking & Escalation: Monitor ticket statuses and ...