Lead - Customer Support
Freshworks Inc
مجموع سنوات الخبرة :8 years, 2 أشهر
Lead for SaaS product - Freshservice support for NorthAmerica Region
Assist high profile / Enterprise customers in automations
Provide assistance in proper usage of ITSM, ITOM tools
Maintain SLA and KPI of the team in Chat, ticket and call support
Motivate the team and provide high value guidance in acheiving KPIs
Provide out of the box assistance to Enterprise customer in acheiving their needs through APIs
Acheived numerous spot awards and appreciations from clients and within the organisation
Received the best employee of the Quarter for Q4 2022
Provided regular training opportunities to keep Service Desk staff technologically up-to-date.
Evaluated team-member technicalskills and provided corrections plans as needed.
Performed quality evaluations of Service Desk services and designed programs for continuous service improvement
Provided technicalexpertise to team when needed.
Utilized Remote AccessandDeskServiceToolstoprovideon-sitetroubleshootingassistancefromdistantlocation
Updatedhelpdeskmanualsandguidelinesastechnologyneedschangedwithnewsoftwareapplications.
Handle Escalations, Manage Incident and Service Request for Service Desk
PlayedMajorroleinOMNIChannelretailprocess(Paymentdevice, POS, Ring centralDeployment)
Involved in Job scheduling, Monitoring and Management
Senior Analyst
WorkedasaQueuemanagertoMonitorprogresstowardsSLA
Excellence inITSM reportsandshowcasingServiceDeskstatisticsperiodicallytotheclient
Expertise in ServiceNow Active Directory, Avaya CMS Supervisor and Altiris (Deployment console)
Knowledge Manager for service Desk, Shift Lead, L2 Technical Support, Remote Desktop Support, Managing Ticket queues and auditing, Manage Escalations, Maintaining team SLA
Network Monitoring, Migration Quality Analysis, Job creation and termination, Server Monitoring
Technical support for Cisco Webex and Netgear
Telecommunication Networks
ECE
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.