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Serve as the initial point of contact for resolving client issues related to software and kiosk hardware. Troubleshoot and diagnose basic technical problems using remote tools and documentation. Escalate complex issues to senior support or development teams when necessary. Follow up with clients to ensure timely resolution and customer satisfaction. Log and maintain accurate records of client interactions, issues, and resolutions in the support ticketing system. Communicate technical solutions clearly and effectively to non-technical users. Continuously update your knowledge of product features and support processes. Adhere to internal SLAs and standard operating procedures for support resolution. .