TECHNICAL SUPPORT REPRESENTATIVE

1. Receive and file incoming customer service request tickets that come in through email/SMS/calls.
2. Resolve the customer issue and successfully close the CS tickets.
3. Ensure response time is less than the maximum allowed for CS tickets assigned to you.
4. Elevate the tickets that we don't have a guideline for to a Technical Support Manager.
5. Document customer issues that we don't have a guideline for it, discuss and resolve it with the responsible teams and get back to the customer once it is resolved.
6. When encountering situations that are not covered in the knowledge base, escalate it to the managers to prepare the right content.
7. Make sure the customer support tickets are properly tagged so the CS bottlenecks can be identified.
8. Call customers whose computers are offline and bring them back online.
9. Digitize medical forms via our tools.