Technical Support Expert, Chat Expert, Customer Support Expert.
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· Involves Multitasking Profile. · Job Involves providing Support for the Telecommunication Network through E-mail and Calling. .Involves in Sales and Providing support for Fininfocom Products through worldwide customers. · Handling the tickets raised by the clients related to Telecom industries, which has to be followed and maintained within SLA norms for the resolution of the Ticket. For this all the medium of communications like E-mail using Outlook Web Access (OWA) and Voice are used. ·For tracking and updating the tickets, TopDesk Tool is used. ·Updating customers and engineer information in Topdesk. All backend related works. · Providing Support to clients and engineers. · Following up of the existing open tickets and updating the reports. · Arranging the conference call according to the priority of the ticket. · Calling and emailing to the engineers for the Closure & RCA (Root Cause Analysis) report of closed tickets. · Handling the emails and call records, updating in the emails tracking report and analyzing the performance of the SLA agreement. · Master Tracking Sheet, Monthly & Monthly Break Up Reports, Quarterly, Half Yearly and Yearly Reports are maintained and reported to Penta Managed Services. · Updating database tables as per client’s requirements. · People Management, including all HR related issues, as well as staff development, conducting appraisals, confirmations, promotions and terminations. · Operational Management: Managing the floor, adherence to schedule. · Ownership and problem resolution. · Call monitoring, coaching and feedback, responsibility for delivery of the defined Client experience in every Incident created. · Training and development of staff. · Motivation, leadership for a team of 10 and developing future leaders. · Recommendations for process development based on Client feedback and analysis of the same. · Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line. · Compiling reports on team’s performance and Client feedback on a daily and monthly basis. · Communication and being a focal point of dissemination of information from management to team and vice versa. · Work very closely with team members to solve Client problems. · Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations. · Desk-side support of client issues, including: new user and equipment deployment internal application troubleshooting ticket management resulting and proactive documentation of technical procedures. · Apart from the above my job role would also include Allocating tasks to staff, Ensuring the performance of the staff is of a high standard. · Reporting to management. · Organizing holidays, Leaves, Staffing and training. · Discussing and resolving problems. · Carrying out performance reviews and meetings on a weekly basis. · Coordinating with team members frequently for updates regarding the work in progress. · Monitoring the progress of the project and acknowledging team suggestions. · Supervising the team members and ensuring that guidelines are met . · Initiating the project or contract and working until the project is completed. · Discussing updates with senior officials and the client. · Generating Leads, Doing Email Campaigning. · Cold calling to the leads and explaining regarding the product. Achieving the monthly targets. · SEO related works social media marketing & off page op