About the role
Serve as the point of contact for user seeking Software assistance over the phone or email
Determine the best solution based on the issue and details provided by Users
Walk the User through the problem-solving process
Direct unresolved issues to the next level of support team
Provide accurate information on Software Application
Record events and problems and their resolution in logs
Follow-up and update User the status and information
Pass on any feedback or suggestions by user to the appropriate internal team
Identify and suggest possible improvements on procedures through training to User
Identify and suggest possible improvements on Software Changes/New Requirements
Preparation of various reports on periodic basis on the Helpdesk.