§ Troubleshooting and Technology Support
§ Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner
§ Routing the issue to correct team by understanding the issue properly
§ Should act as a first point of contact for customers for all issues related to emaratech service support.
§ Gathers and Records accurate service support incident information
§ Listens and understands customers’ concerns; provides required guidance and information using the available resources
§ Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
§ Performs primary investigation in all issues received
§ Follows up on escalated and re – assigned service support requests and tickets
§ Identify the solutions and contributes to the knowledge base and utilizes it as required
Provides service health feedback based on received requests and tickets