System Engineer(Contract)

You have excellent communication skills and are able to empathize, pacify, and handle irate customers with exceptional communication skills. You possess technical knowledge in troubleshooting base operating system issues and are eager to learn new technologies. Your expertise includes troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support. In this role, you will be responsible for answering incoming calls and responding to customer emails in a timely manner. You will manage and resolve customer complaints, as well as identify and escalate issues to supervisors when necessary. Your duties also include providing product and service information to customers, researching required information using available resources, and offering solutions to customers. Additionally, you will research, identify, and resolve customer complaints using applicable software. You will route calls and tickets to appropriate resources and domains that can best support the user. It is important for you to document all call information according to standard operating procedures and recognize, document, and alert the management team of trends in customer calls. Furthermore, you will create standard operating procedures (SOPs) for new issues and resolutions provided. Your responsibilities also include completing call logs and reports efficiently.,