· 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 during night duty.
· 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.