Customer Support Engineer
CROSSOVER
Total des années d'expérience :19 years, 10 Mois
Managing Escalation calls of the team, and providing Constructive Feedback to Customer Support Associates.
•Managing/Handling Tier 1 Client accounts & holding monthly calls with these Clients to bring their issues to closure by liaising with other teams.
•Have been involved in mentoring the new Joinees from 2016 within the team, and training them on the product and process.
•Actively involved in overall Support Process improvement discussions with Support Management.
•Have been involved in couple of Post Go-Live Client projects as their Account Manager from Support
•Providing Technical Support to clients for the Product “Nextdocs” on the Lifesciences/Healthcare domain
•Support provided primarily for the Nextdocs product which is on the SharePoint platform, and has additional features on top of Out of Box SharePoint features
•Getting on calls/Goto meeting with clients to troubleshoot issues and provide solution
•Troubleshooting issues reported by clients when uploading/managing clinical trial documents, InfoPath forms, workflow issues, document versioning issues. Ensuring and managing document Check-in/Checkout
•Use Salesforce CRM ticketing tool to manage incoming requests from Clients and also to review the Salesforce Dashboards to view Statistics on Open/closed cases and Create/Manage Knowledgebase Articles.
•Executing basic SQL queries in production environment to query for retrieval of basic data from the database, for further troubleshooting.
•Executing Powershell scripts in the production environment to correct issues with Active directory user names, or Documents having wrong lifecycle statuses.
•Looking into Workflow errors and troubleshooting Nintex Workflow Designer to identify the problem.
•Documenting and managing KB articles page for building an extensive knowledgebase platform for Internal/External purposes
•Supporting Clients on Office 365/Cloud and Liasing with Development team to deploy web applications
Managing and interpreting customer requirements. Holding weekly calls with Tier 1 clients and understanding their pain points/difficulties when they are using our Software Application.
•Preparing presentations/reports from Client issues logged every month, & presenting the same to management on weekly basis, to help identify areas on product which need more emphasis.
•Assisting clients through the “Go-Live” process and handholding/assisting them to understand the features in the new release.
•Travelling to client’s place and understanding their usage patterns in the application, and identify areas to improve in the product
•Meeting clients in Annual conferences and taking their suggestions/ideas in product life cycle.Drive the resolution of customer issues by working to define and diagnose issues by applying technical expertise, product knowledge, communication and problem solving skills.
•Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels.
•Documenting customer reported issues via Bugzilla and working with Engineering to resolve/fix product bugs
•Providing support to Global customers, by troubleshooting their reported technical issues via phone, web based tools and email. Troubleshooting steps may involve :
•Organizing GoTo Meeting or WebEx calls with client, sharing their screen and understanding what is their exact issue
•Scrutinizing the Splunk logs to look for Java/SQL related errors
•Based on inputs gathered in call/meeting & error identified, liaising with Development team to help fix the bug immediately or in a major product release based on severity of the problem
Provide Technical support and customer assistance while troubleshooting technical issues via phone, web based tools and email
•Managed all RSA Customer issues focusing on online Banking/Credit card authentication and authorization
•Responsible for Mentoring/Coaching new support engineers
•Interacting with the Cloud storage team to manager client data, and troubleshoot reported issues by clients
Managed multiple Ariba Integrations
•Provide support and customer assistance while troubleshooting technical issues via phone, web based tools and email
•Assisted in the resolution of multiple client issues during the various stages of Ariba Procurement lifecycle including:
•Supplier catalog search
•Purchase Requisition
•Purchase Order
•Ariba Supplier Network
•Shipping and Invoicing
•Shipping and Invoicing
•Managed Support tickets via Siebel CRM tracking all customer issues
•Interact with engineering team to resolve Bugs in the Application
Provide Support and customer assistance while troubleshooting issues via phone, web based tools and email
•Participated as a Project Team member on the Intuit and Amazon.com Projects
•Advised US customers regarding Intuit’s Turbotax product via phone, chat and there web based tools
•Advise US customers regarding purchasing products on Amazon.com’s website. Interaction primarily via email
Account Management Post Go-Live
•Participated in weekly status calls with Novartis to go through their Open unresolved issues
•Involved in Escalation of their Priority issues, by Liasing with Engineering and prioritizing the urgent issues to be included in a Release cycle.
•Actively involved in testing of the delivered fix from Engineering, before delivering fix to Novartis. Areas of testing include :
-General overall functionality testing
-Specific testing of fixed issue areas.
-Performance related testing of Workflows, Workflow Notification mails, Site.
•Getting feedback from Novartis for areas to Improve the Product, and Liaising with Product management to include the Enhancements in a future release cycle
Nature of Project : Hotfix release testing for fixed issues
•Actively involved in testing of the issues fixed in hotfix provided to PRA during release cycles.
•If fix didn’t work, reported the issue with Engineering, to rework and prioritize the fix in the next release cycle.
•Got on Meeting with client to assist them with applying the fix on their Test/Production Servers. Generally involved Engineering members on the call as well.
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