RESPONSIBILITIES:
• Managing customer queries on technical problems, service and support on hardware or software systems.
• Managing vendors or supplier on technical problems on hardware or software escalations.
• Coordinate with supplier for advance replacement/repair process
• Ensures that problem descriptions and steps taken to analyst and solve problems are documented.
• Analyses, troubleshoots and debugs customer problems and issues.
• Guide customers as they implement corrections and patches.
• Provides information to customers about possible delays in solving problems within feedback time committed to customers.
• Managing the client expectation on deliverable.
• Manage the incident ticketing system and internal escalation.