Analyst - CST
Global eProcure
Total years of experience :6 years, 8 Months
• Provide technical assistance via phone and email to clients using GEP Technology Suite.
• Manage various clients with on-boarding and post implementation support for the GEP suite for Rfp, Auction, Contracts, Spend, and Purchasing.
• Translating business needs into development strategies.
• Quickly and effectively solve customer challenges and effectively co-ordinate with various departments to ensure timely resolution of bugs and issues.
• Develop a strong professional relationship with the Clients to help build a strong business relationship with them.
• Manual Testing of updates and new features and provide training to the clients on the changes
• Accountable for the performance and efficiency of a Team at the call centre including: achieving KPI standards set by Microsoft Client, ensuring that quality of service is maintained and the company’s objectives are met.
• Provide real time support to the team with Technical information, possible solutions and suggestions.
• Dynamically keep track of the Teams performance, monitor calls and provide feedback and training whenever necessary.
• Engage in conference meetings with Microsoft clients to discuss performance trends using extensive reports with analysis of emerging issues or shortcomings and accordingly come-up with an Action plan to address the issues/concerns.
• Answer inbound calls for Microsoft Windows XP Support and troubleshoot on Windows XP Operating System.
• Provide professional Support and meet the Customer Service and Resolution Targets.
• Responsible for resolving Service Requests that couldn't be resolved by Level 1 Support.
• Handle issues with Software installation, Security settings, Network, Virus infection, Windows Updates, activation, Upgrade, configuration and general issues with Windows XP and Vista.
• Use effective soft skills to keep the customer satisfied throughout as they have already spent more time with Support Department.