Technical Support Representative

Answer basic questions on call about Installations, Operations, Configuration, Customization & usage of assigned products.
Takes end to end Ownership of end user issues till resolution and follow up as mandated by the process requirement.
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to common failures.
Escalates complex problems to remote engineering staff or field engineering.
Typically provides support for internal and external customers.
Escalates complex problems to higher level of expertise within organization.
Responsible for providing the first-line to higher-line of after sales telephone technical support of hardware. Primarily interfaces with clients, service delivery units, and immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.