• First point of contact for all end user reported issues or requests
• Typically provides technical support for Internal and External customers
• Responsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering
• Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the system
• Support multiple clients through customer service professionalism and insight
Axiom is a global information technology, consulting and outsourcing company and services provider. Our IT solutions empower organizations and individuals throughout the world to maximize value and quality to succeed in today's challenging business environment. As a fast-growing new economy company, we focus our strengths to offer world-class solutions and services through the convergence of technology, innovation, expertise and experience. We provide software consulting, development and IT-enabled services to clients across the globe. We work towards delivering sustained value creation for customers, employees, industries and society at large. Core offerings include data warehousing, middleware development, product development and web-enablement of legacy applications in verticals like telecom, finance, healthcare, manufacturing, energy & utilities, retail & distribution, enablement of legacy Relentless exploration of technology horizons and a Global Delivery Model that is a judicious combination of onsite, offsite and offshore development, offer a complete range of high-ROI business solutions spanning the consulting, technology, operations and process outsourcing value chain.
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