Roo5211

Key Responsibilities: Assisting clients with assembling their electronic vehicle charger

Assisting clients who are having software issues with their device

Checking directory and configuration server to check the client’s smart app host and advise on which app to use

Using production rig logs to identify the product type and firmware version so I can know which troubleshooting steps to use to resolve clients issue.

Using Zendesk to log client issues

Conducted tactical troubleshooting to identify faults.

Follow up and resolve open tickets

Identifying errors in debugs if applicable, troubleshooting when necessary

Provided clear and concise step-by-step technical support to guide clients.

Helped customers set up new systems, applications and software.

Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

Asked customers targeted questions throughout troubleshooting to determine smart solutions.

Installed and set up applications for clients, including anti-virus software and Microsoft office.

Addressed and resolved SLA issues promptly using an OTRS system.

Conducted training sessions with customers to demonstrate software updates, new systems and hardware.

Used support tickets to track and speed up incidents.

Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.

Logged and completed reports to submit technical details to management.

Performed recovery operations to restore systems following failures.

Installed new hardware and software to meet system specifications and user needs.

Updated software for new functionality and improved security.

Resolved service user requests within target timeframes