Handle cases that need to assist Tier 1 agents with customers having an issue with the device & conduct advance troubleshooting steps that are being escalated by Tier 1agents.

Provide consultation to Tier 1 agents by diagnosing and providing knowledge base articles.

Diagnose and evaluate customer concerns regarding business products for troubleshooting or replacement is needed.

Discuss In-warranty and Extended Warranty information.

Escalate reimbursement from customers to Tier 3.

Track customers' replacement devices if it's delivered or ordered shipping.

Figure out replacement issues that customers are unable to receive.

Process warranty exception to replacement device for the customers.

Dealing with the customer's in-app purchase and refund.

Analyze and troubleshoot applications for android devices.

Recover accounts that were locked out or customers that don't have access.

Assisting customers with the number of devices that are associated with their accounts.