- Lockers - Level 1 Remote Technical Support serves as the first line of support to customers or users experiencing issues with electronic locker systems
- The role involves diagnosing and resolving basic hardware and software issues, guiding users through troubleshooting steps, and escalating more complex problems to higher support levels
- Serve as the first point of contact for customers or users experiencing issues with electronic lockers
- Respond promptly to support requests via phone, email, chat, or ticketing system
- Provide clear and professional communication while assisting users with their inquiries
- Educate customers or users on the proper use of electronic locker systems, including best practices and preventive measures to avoid common issues
- Diagnose and resolve basic issues related to electronic locker hardware (e.g., screens, keypads, locks, sensors) and software (e.g., user access, PIN codes, or system errors)
- Guide users through step-by-step instructions for resolving common problems, such as resetting PINs, clearing error codes, or rebooting systems
- Identify basic network connectivity issues (e.g., Wi-Fi, Ethernet, or cloud-based connectivity) and help resolve them
- Run basic diagnostics to identify the source of issues and provide initial troubleshooting steps
- Ticket Management:
- Log all support requests and resolutions in the ticketing system
- Ensure all tickets are updated with accurate and detailed information, including steps taken to resolve issues
Escalate unresolved issues to Level 2 or specialized technical teams, providing all necessary documentation
