Edifecs

Freshdesk Adminstrator 

Freshworks

*Interact with Enterprise clients from different business verticals and implement the product by understanding their business requirements

*To Liaise with Product Management to collect and provide feedback from clients about product improvements and feature requests to help shape the product roadmap.

Specialist - Product Operations

*Tracking product issues and work with the customer success, support and engineering teams to gather information about outages and emergencies, as well as trends towards improving customer experience and increasing revenue.

*Providing first point of engagement to customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.

*Developing solutions and organising, planning, creating and delivering compelling proof of concept demonstrations. Demonstrated ability to work well in a diverse environment with people from all backgrounds, solve problems and think critically

*Providing exceptional customer support for technical issues through tickets by identifying the process gaps and provided solutions that improve the customer's quality of service with problem solving experience to developing strategic perspectives on customer‑focused solutions.

*Measure product usage metrics and assist businesses in increasing product adoption in developing customer relationships with the goal to promote platform adoption and retention.

*Communicated with customers effectively through the mail, chat, and voice channels by maintaining high customer satisfaction ratings that meet company standards with solid verbal, written, presentation, and interpersonal communication skills.

Product Specialist

Zoho

*Received callers providing exceptional listening skills to determine the nature of their call in order to
clearly and precisely address their inquiries in a professional manner.

*Researched client's issues in a timely manner, followed up with recommendations and action plans.
Vast technical knowledge on applications in Zoho One Suite which includes 45+ SaaS products. 

*Assisted over 50+ start up client's in gathering their use-case in Zoho One Suite and providing a solution.

Associate Lead Engagement

Sutherland

* Supported software, hardware and network communication issues by troubleshooting and resolving it 
   for US and UK client's. 

* Resolved issues to meet customer satisfaction by keeping the customer updated on the case status 
   while maintaining an action plan for the investigation and resolution life cycle of the case.

* Performed installations and maintenance of printers, copiers, faxes and computer peripherals.

* Identiﬁed process gaps and provided solutions that improve the customer's quality of service.

* Participated in team meetings weekly, ask questions and provide input on case backlog, technical 
   process, and new processes within the department.

* Wrote technical documents related to network connectivity issues that were published on company's 
   Support site.

Customer Support Associate

Self-driven and knowledgeable associate who excels at providing excellent customer support and possess a strong attention to accuracy, great communication skills, extensive knowledge with 9 years experience working environment with ability to learn, adapt to new software technologies and significant ability to work in a team.

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