Customer Support Supervisor
White Light Services & Trading LLC
مجموع سنوات الخبرة :8 years, 3 أشهر
Respond to incoming tickets through the ticketing system, email, or phone.
❖ Assists drivers through phone and chat while vehicle not starting with the assigned Ivms key.
❖ Documented all information provided by the users in system for future reference.
❖ Provide software training through remote application to new users and how to monitor the fleet
through web platform and phone application.
❖ Tracking the end user’s vehicles working on different contracts all over Oman.
❖ Create geofences for different projects as per road speed limit provided by OPAL for the safety of
drivers.
❖ Configured the Ivms devices with different road speed limit as per the contract of user’s vehicles
working on project such as PDO, BP, OXY, OQ.
❖ Monitored system in operation and input commands to troubleshoot.
❖ Provide the user’s with Ivms reports generated through the system.
❖ Provide Monthly Ivms reports of drivers working for PDO project.
L1 support
❖ Provide first level contact and convey resolutions of end user’s issues.
❖ Properly escalating unresolved queries to the next level of support.
❖ Tracking, routing, and redirecting problems to correct resources.
❖ Provide quick solutions to the user’s using knowledge base articles.
❖ Logs and tracks incidents and requests from identification through resolution.
❖ Follow up with concerned team involved in resolution to ensure incidents are resolved, requests
are filled, and issue has been resolved.
❖ Analyzes and resolves incidents and requests regarding use of application software.
for SBI Bank project
❖ First point of contact for all end users related queries and requests.
❖ Providing printer support pan India.
❖ Take help desk calls and log onto system.
❖ Take remote application of users do installation, configuration and troubleshooting
printers.
❖ Log case in HP customer service in case of hardware issues.
❖ Follow up with users and HP engineer to ensure issue is resolved.
❖ Provide status to users regarding the issue.
❖ Maintaining Service level agreement (SLA).
First point of contact for all customer related queries and requests.
❖ Managing network printers & installing drivers and configuration.
❖ Monitoring antivirus update and making system more secured from threats and virus malware.
❖ Assist the users how to access the system.
❖ To provide end user support via phone & email.
❖ Installing printers and scanners for small domain and LAN connectivity and link failure.
❖ Provide assistance for walk in customers with computer peripherals.
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