Technical Support Agent (Mac & Windows)
ETelecare Global Solutions
·Analyses, diagnoses, and resolves situations that are abnormal to the running of an AOL software as they relate to the hardware, operating systems, or the general application software installed;
·Assist AOL members online on how to install AOL software and other AOL related products to the personal computers;
·Provide second level (tier 2) support to end customers;
·Provide troubleshooting support;
·Report reliability and maintenance problems; and,
·Utilize the incident management process to acknowledge, escalate, and report on incidents that impact mission critical systems.