-Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; -Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; -Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; -Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; -Research required information using available resources; -Follow standard processes and procedures; -Identify and escalate priority issues per Client specifications; -Redirect problems to appropriate resource; -Accurately process and record call transactions using a computer and designated tracking software; -Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; -Organize ideas and communicate oral messages appropriate to listeners and situations; -Follow up and make scheduled call backs to customers where necessary; -Stay current with system information, changes and updates