Customer Support

• Resolve post install customer inquiries via phone and electronic means.
• Provide level one support, including problem resolution within published goals.
• Resolve issues using the Knowledge Base, product documentation, Lab Testing, etc.
• Provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues.
• Track and document the service desk request problem-solving process.
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries through troubleshooting and researching.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
• Ensure consistent service delivery across multiple channels — phone, email, and web.
• Participate in shift patterns to support 24/7/365 coverage as needed.

L1 Support Specialist

Bilingual Customer Care Specialist, Czech, English

Customer Support Manager