Neha Sharma

• Provides technical on-call support for routine software problems including
operating system support, application support, system access problems, and
database support.
• Managing licensing payments for company accounts.
• Performing minor maintenance and repair on equipment, as necessary.
• Assign service tickets to lead workers or management if unable to resolve.
• Provides technical support via email, and on-call regarding various software-related issues and problems.
• Identify and troubleshoot including password changes, identity verification,
and support for alternate access.
• Log data in the Help Desk tracking system and assist with maintenance.
• Managed to keep records of customer interactions, transactions, complaints,
and comments as well as actions taken, process orders, forms, and
applications.
• Efficiently cultivated fresh outsourced clients for ADOBE.
• Instituted customer promotional survey to assess brand demand over the
new products or new applications.
• Managed the company accounts for the client with a team of 3 support executives.

• Handled customer interactions and maintained customer relationships by
responding to inquiries; documenting actions.
• Prepares for customer inquiries by products, services, and customer service
processes.
• Responds to customer inquiries by understanding inquiries; reviewing
previous inquiries and responses; gathering and researching information;
assembling and forwarding information; verifying customers’ understanding of
information and answer.
• Records customer inquiries by documenting inquiries and responses in
customers’ accounts.
• Improves quality service by recommending improved processes;
• Identifying new product and service applications.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing
related results as needed.
• Identified and evaluated opportunities to improve the process and customer
experience
• Assisted the sales team with incoming requests for new services
• Overcame clients' objections/rejections to company products and convened
them.
• Answered calls and write emails professionally providing complete
information about product cancels or obtaining details about complaints