• Accepting requests through different communication channels, logging and identifying the problem; • Responding to customers via phone and/or email. Manage customer expectations by taking into consideration customers’ entitlement and customer issue; • Keeping customers informed setting and following up on commitments, keeping precise case documentation and case ownership; • Meeting deadlines and delivering services according to customers’ service level agreements; • Developing working knowledge of supported products and technology as well as applicable technical support tools
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