To act as the first point of contact for customer technical issues, providing remote troubleshooting and resolution as L1 support, ensuring timely ticket closure within TAT, effective escalation to L2 when required, and high customer satisfaction. Also responsible for coordinating spare parts dispatch and ensuring successful IFPD installations.
Key Responsibilities
1. Remote L1 Support & Ticket Management
- Act as the first point of contact for customer technical queries via phone, email, remote desktop tools, or ticketing portal.
- Log and create tickets for every customer complaint/issue reported.
- Perform remote diagnosis and troubleshooting to resolve issues at L1 level itself, without requiring a site visit.
- Guide customers step-by-step over call/remote session to fix common issues.
- Update ticket status, root cause, and resolution notes accurately in the system.
- Ensure all tickets are resolved within the defined TAT (Turnaround Time).
2. Escalation to L2 (Face-to-Face Visit)
- Identify issues that cannot be resolved remotely.
- Escalate such tickets to L2 support for in office/face-to-face customer visit.
- Coordinate with L2 engineer for visit scheduling and share complete issue history/diagnosis done at L1.
- Track escalated tickets until final closure.
3. IFPD Installation Coordination
- Take ownership of getting IFPD (Interactive Flat Panel Display) installations completed at customer sites.
- Coordinate scheduling with logistics/installation team and customer for installation date.
- Remotely guide/support installation process where applicable (setup, connectivity, software configuration).
- Confirm installation completion, conduct basic remote quality check, and obtain customer sign-off.
4. Documentation & Records
- Maintain proper records of all tickets, remote resolutions, L2 escalations, spare parts movement, and installations.
- Prepare and share periodic reports (daily/weekly/monthly) on ticket status, TAT adherence, and pendin