Technical Support Analyst
Amanah Teknologia
Total des années d'expérience :2 years, 10 Mois
device and application support via calls and emails using Oracle Tool - RightNow.
•Documenting resolved/unresolved queries with actions to be taken
•Provided guidance and development to new trainees
•Assisted new hires to real time process scenarios
•Manual Testing on devices and applications regarding new releases and for issues/queries reported by customers
•Analyzing score performance of team individually and sending reports to Manager for Quality Assurance and Control weekly and monthly using MS Excel and Oracle RightNow tool.
•Identifying the root causes of issues and percentage affected.
•Generating action plan for team performance improvement in coordination with Manager.
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