Research and identify solutions to software application issues
• Diagnose and troubleshoot technical issues, including software setup and network
configuration browser setting, etc...
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Contact clients through a series of actions, either via email, phone or visit, until their
technical issues are resolved.
• Manage several open issues at one time
• Follow up with clients to ensure the system are fully functional and work properly after
troubleshooting
• Proper closure of support tickets, and prepare accurate and timely reports
• Document technical knowledge in the formal notes with solving steps
• Maintain good relationships with clients
• Train / guide users how to properly use the application.
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