Monitor the company’s networks to keep an eye out for any security breaches and investigate it if one does occur using tools like Splunk ES and Crowdstrike Falcon.

Actively listen to customers to understand their issues or concernsInterview clients to gather information useful in providing recommendations and solutions to a technical problemTroubleshoot computer systemsReceive customer calls to provide step-by-step guidelines for the resolution of a technical issueDocument and track customer issues using a ticketing system to ensure quick resolutionExplain highly technical details to customers using simple understandable termsSchedule callback to continue assisting customers at a later timeMaintain and actively update the Technical Support Help Center to ensure concise and accurate information is being provided