Help Desk Specialist
CurrentInternet HelpDesk Technician(Technical Support- Customer Care Advocate)Columbus Communications Flow Ltd• Serve as the first point of contact for customers seeking technical assistance over the phone or email• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Determine the best solution based on the issue and details provided by customers• Walk the customer through the problem-solving process• Direct unresolved issues to the next level of support personnel• Provide accurate information on IT 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• Upselling existing customers with high potential• Ensuring that clients receive the highest level of technical and sales service
