Providing remote IT support for Macs and PCs experiencing performance issues and/or issues related to viruses and malware
Assisting clients with proper installation of computer software, as well as identifying and rectifying any potential software problems
Communicating with Client Support Specialists to coordinate the scope of service and to provide detailed procedural notes and feedback
Effectively communicating with clients via voice and text chat to answer questions and provide easy to understand explanations of standard procedures
Documenting the service process from initial contact through problem resolution
Reporting any and all issues back to Client Support Specialists in an effort to alleviate and prevent client dissatisfaction
Recommending any additional equipment that may be necessary to complete requested services