Good Communication Skills
Dignity of labor.
Ability to work in a synchronous manner in a team.
Good learning curve.
Believe in quality of work.
Complete focus on customer satisfaction.
At ease while handling any type (temperament) of customer.
Currently freelancing.
Worked from 3rd Dec 2007 till 25th March 2009, with Arvato as Technical Support Executive, process Microsoft XBOX (UK Region) with the following profile in brief:
Provide quality answers to support and sale queries (Voice) of the customer.
Effectively handled Tier 1 inbound calls pertaining to technical issues, live connectivity issues (Configuration of routers) and networking issues.
Handling calls with emphasis on call control, building rapport and the basics of telephone etiquette.
Complete focus on soft skills, and adept in handling all types of customers.
Maintained calls as per the required quality standards.
During the call multitasked using customer relationship management software to maintain customer database, nature of query, resolution provided and status of the call.
Worked with Globalogic on contract from 6th Feb 2006 till 15th December 2006 as a Technical Consultant (Contractual Post) with the following profile in brief:
Provided quality Tier 1/Teir 2 email support/ testing for a VOIP application (toolbars integrated with Microsoft outlook, Internet explorer, and Sip based application running on Windows 2000/Windows XP platform.
The support process was related to answering queries of customers pertaining to desktop issues (tier 1 and tier 2), tier 1 server issues (Solaris Platform) and confirming with the escalation matrix in case the issue lies beyond the scope of support.
The process also involved co-ordination with the software support team to resolve bugs (if any) and new feature requests in the software (continuous enhancement to meet ever-growing market needs). Maintained a high level of customer satisfaction, with a proactive approach-using regular follow ups through e-mails, phone after suggesting the support steps.
The troubleshooting process also involved comprehending logs - both the application and the servers during the interaction of application with the various servers, and also understanding the user environment to isolate the cause.
Manual testing of the applications in order to test the quality of voice and functions of the software, for example – quality of voice and video after transferring the call, quality of voice and video during a conference call.
Basic of Solaris administration – user creation and placing in Groups to monitor application performance, basic server administration to configure servers to ports and IP addresses.
