Product Support Admin
Wunderman
مجموع سنوات الخبرة :1 years, 9 أشهر
• Resolving customer technical queries, usage problems and complaints, ensuring that the service delivered is consistently efficient, prompt, professional manner
• Ensuring all customer interactions adhere to our internal quality standards and SLA’s
• Working collaboratively with other colleagues within the departments to resolve technical issues and agree on any support initiatives
• Developing process and workaround for the team members
• Initiating process improvement plans
• Assisting with technical support and service issues such as usage problems and any complaints or queries regarding our products that require immediate resolutions
• Identifying any issues within current working practices that might impact service delivery and identify solutions to ensure continual improvement by continuous assessment, and feeding process and product recommendations to the Product Managers and Developers
• Developing key Relationships with Product Managers, Developers, Internal and External Customers
• Product Testing
Service Management Associate at Dell International Services
(March 2014 till Present)
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis.
Management and oversight of service delivery processes, which include:
• Incident management: Managing SLA’s of incidents of various accounts that are assigned to Wintel L1 team and ensure complete resolution and closure.
• Request management : Assigning request to dedicated team as per skill sets and tracking on SLA’s by daily and weekly metrics reports.
• Change management : Updating team technical team member on planned outage to ensure handling of multiple Incidents.
• Problem Management :Basic Knowledge.
• Service level management and configuration management as well as resource coordination.
• Customer satisfaction, technical resolution management, and communication at various levels during services engagement from tactical (incident based) to strategic (Global Account Management Strategies).
• Create and maintain a Catalogue of IT Services.
• Create and maintain the Service Level agreements in the tool.
• Collate, analyze and disseminate SLA performance metrics. Communicate metrics and hold regular Service Review meetings with internal as well as external stakeholders.
• Ad hoc Reports and Metrics
• SOP document creation