Creating and maintaining detailed information for user self-service.

Guiding materials for users:

• Product and technical information.
• Manuals.
• FAQs.

• Knowledge base with convenient search.

Solving basic application usage issues.

• Receiving and registering requests submitted via phone/video calls, chat, social networks, email, self-service portal.
• Prioritizing support requests.
• Solving basic user issues (e.g., password reset, logging in/out, etc.).
• Escalating unsolved issues to the next support level and providing issue status updates according to an agreed SLA till resolution.