Point Plus It Solution

Responding to customer inquiries and technical issues via various communication channels, including phone, email, and chat. • Diagnosing and troubleshooting technical problems with hardware, software, and network systems. • Guiding customers through step-by-step solutions, both remotely and over the phone. • Documenting customer interactions, including problem descriptions, troubleshooting steps taken, and solutions provided. • Collaborating with other team members and higher-level technical support teams when escalation is necessary. • Proficiency in Hardware Replacement and/or Dispatch of Field Engineers. • Ensuring timely and accurate resolution of customer issues while maintaining a high level of