Technical Support Specialist
General Electric International Operations Company (Contractor)
Total years of experience :16 years, 3 Months
Answer customers’ questions related for Unit Control Systems Software/Hardware; Mark platforms (MarkV, MarkVe, MarkVI, MarkVIe), Generator Excitation/LCI and the GE Applications; ToolBox, ControlST and Cimplicity, in a timely manner. Engage other resources in the successful resolution of customer technical questions. Log all the questions/queries as a form of a case in salesforce.com (SFDC).
Helped customers in troubleshooting Human Machine Interface (HMIs) related issues including HP Servers. As well as troubleshooting Distributed Control System (DCS) Networks components including Cisco Catalyst and Allied Telesis Switches platforms.
Make certain that customer inquiries do not fall in the cracks between company's organizations and be left unanswered. Follow through with other technical resources and with customer to ensure customer satisfaction.
Contribute to the content of website knowledge repository (Controls Connect) so that other employees in the company and customers can find frequently asked questions (FAQs) and answers.
Recognize the commercial opportunities that are contained within a request for technical support. After satisfying the customer’s technical support need, find out more about the customer’s commercial need, convert those commercial needs into qualified sales leads and proactively deliver those sales leads to the appropriate sales organization.
In between direct customer-support activities, mine the existing data to recognize trends in technical and commercial needs so that the business may proactively respond to them.
Support the development and operation of tools to measure technical support responsiveness; customer satisfaction & sales leads converted to revenue.
•Promptly answer customer queries on the phone and take customer complaints and solve them according to Customer Care Centre Guidelines.
•Provide up to date, accurate and appropriate information to customers.
•Effectively interprets the needs of the customer, maintains and enhances standards of quality of service being provided.
•Use all call handling procedures at opening, during conversation and while ending the call.
•Act as a Sales consultant to advice customers to the right service he is looking for.
•Performs outbound calls for customer sales/ retention in cooperation Contact Center Services (if required).
•Assuring revenue growth by cross & up selling VAS to match customers’ needs.
•Implements prevention of churn activities into the Customer Care Centre to reinforce the Customer Care Centre as additional channel for customer retention.
•Retaining customers requesting cancellation by communicating retention offers, selected based on a customer’s value and churn reason (utilizing retention tool).
•Troubleshooting of internet connections problems and creating them depending on the connection method used (ADSL, Cable Modem, IWAN, GPON)
•Configure and reconfigure etisalat modems and routers (Aztech, Siemens and Alcatel Lucent).
•Configuring Wireless and wireless security for etisalat’s routers.
•Configuring etisalat’s 3.5G routers and USB modems.
•Configuring network IP address, Proxy, Gateway.
•Demonstrated high quality, result-driven, prompt and professional customer service to instill confidence in technical advice and direction.
•Reduced the stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
•Coordinating with different departments such as operations and follow-up to find a way to resolve customer issues.
•Helped in troubleshooting online services such web hosting, Email, proxy and DNS related issues.
•Dealing with customers.
•Installation and configuration of Windows OS platform.
•Troubleshooting of Windows OS, software and applications.
•Maintenance of computers Hardware, printers and all related.
•Purchase and installation of all new computer hardware and software for the network.
•Upgrading of computers hardware and software to meet the user’s demands.
•Network cabling preparations.
•Troubleshooting, Installing and configuring Local Area Network (LAN).
•Taking care of the network performance and keeping it up to date.
•Dynamically reports about the system performance.
•Planning improving system infrastructure.
Major University Courses: Computer Architecture, Management of Computer Organization, Communication Systems, Control System, Principles of Computer Networks, Operating System Engineering, Computer Organization and Design, Power Systems, Electrical Circuits, Computer Visualization in Engineering, Electronic Circuits, Communication Engineering, Software Engineering.