· AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.

· The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.

· Monitor and maintain company/customer SLA.

· Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions

· Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and on urgent need basis provide FV’s.

· Provide support, including procedural documentation and relevant reports

· Follow diagrams and written instructions to repair a fault or set up a system

· Support the roll-out of new applications

· Work continuously on a task until completion (or referral to third parties, if appropriate)

· Prioritize and manage many open cases at one time

· Rapidly establish a good working relationship with customers and other professionals, such as software developers

· Test and evaluate new technology

· Provide monthly report on works done.