Serving as the first point of contact for customers / clients seeking technical assistance over the phone or email 
Performing remote troubleshooting through diagnostic techniques and pertinent questions 
Determining the best solution based on the issue and details provided by customers 
Logging and Closing Calls 
Walk the customer through the problem-solving process 
Direct unresolved issues to the next level of support personnel 
Provide accurate information on products or services 
Record events and problems and their resolution in logs 
Follow-up and update customer status and information 
Pass on any feedback or suggestions by customers to the appropriate internal team 
Identify and suggest possible improvements on procedures 
Locate, Test and Report Bugs 
Write up Troubleshooting methods and recommendations 
Provide customers and clients with a safe and secure platform and terminal to alleviate frustrations and problems and ultimately give them security and stability through guidance and support 
Internal Technical Support