Respond to technical and nontechnical inquiries from customers for the purpose of providing information, resolving issues and/or providing direction as may be required. Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems. If customer tech problems cannot be handled over the phone, technical support representatives will schedule a repair crew to fix problems on-site. Keep logs of all calls answered and addressed, including dates and times. Check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.