Ankit R. Email & Phone Number

Remote

• Customer Assistance: Provide technical product support to Singular customers and partners viaemail, addressing inquiries, troubleshooting issues, and guiding them through product featuresand functionalities.• Issue Diagnosis and Resolution: Analyze and diagnose complex technical issues reported bycustomers, utilizing problem-solving skills and technical knowledge to identify root causes andimplement effective solutions in a timely manner.• Product Expertise: Maintain a deep understanding of the company's products and services, stayingupdated on new features and updates, and effectively communicating product information tocustomers to enhance their understanding and utilization of the products.• Collaboration: Collaborate closely with cross-functional teams including development, QA, andproduct management to escalate and resolve customer issues, provide feedback on productimprovements, and ensure a seamless customer experience.• Documentation: Document customer interactions, issue resolutions, and product enhancements indetail, maintaining accurate records to track customer inquiries, identify recurring issues, andcontribute to the knowledge base for future reference.• Continuous Improvement: Proactively identify areas for improvement in processes, productdocumentation, and customer support procedures, and contribute to initiativ

Bengaluru, Karnataka, India

• Ensure proactive management of EMEA Europe Region [Severity 3] and [Severity 4] dashboard cases to return the solar sites to normal state.• Prepare daily [Severity 0] & [Severity 1] case reports to share with Top Level Management.• Host weekly meetings to discuss Issues and Bugs on the EMEA dashboard cases to detect common issues and bugs and log [JIRA ticket] to the Engineering team• Provide trainings for [New Joiners] within team to educate them on the process and daily expected work.• Provide Enphase customers with exceptional technical support, providing prompt and professional solutions to a wide variety of technical issues, including hardware issues, software issues, communications issues, and Enphase installations.• Respond promptly to incoming Enphase customer phone calls, chats and emails during Europe and US working hours (night shift in India).• Proactively troubleshoot Enphase products remotely to identify and solve technical issues.• Review and approve Enphase warranty claims to ensure customer satisfaction and company policies are followed.• Offer Enphase products pre-sale information to help customers make informed buying decisions.• Help Enphase customers activate new sites to ensure seamless onboarding and success.• Document all Enphase customer interactions, issues, troubleshooting procedures, and resolution in a central customer relationship management [CRM] and help desk software [Salesforce] dashboard platform.• Work closely with Enphase engineering to monitor field issues, assist with product modifications, log product bugs, and provide support and administrative tasks to team members as required.• Ensure compliance with department conventions and procedures, while providing consistent and quality support.• Stay up-to-date on industry standards, training, and education on Enphase products-specific information.

Dubai, United Arab Emirates

• Help client staffs on and off site by phone, email, chat or helpdesk applications to resolve problems quickly and efficiently. • Prioritize and provide immediate solutions to VIP users to reduce downtime and disruption. Provide after-hours assistance and be available for on-call shifts as required.• Manage IT issues and requests to ensure prompt resolution and compliance within Service Level Agreements (SLAs). Create and manage ITSM tickets to accurately document incidents and corrective action taken.• Provide end-user assistance to both walk-ins and out-of-office staffs through [WebEx] [Skype] [Goverlan Reach] and voice calls. Connect with remote staffs through [Cisco AnyConnect] and [Pulse Secure VPN].• Provide Level 1 support for Active Directory, such as account creation, Password Reset, Drive Permissions, Printer Configuration, and Troubleshooting issues related to Cisco VPN. • Collaborate closely with global IT support teams as well as external vendors to provide hands-on support and assistance. • Provide monthly preventive maintenance for PC, printer, and data center equipment as well as access control and fire suppression systems, in coordination with vendors. • Ensure that obsolete information technology assets are periodically and correctly disposed of as well as maintain the IT asset inventory on a monthly basis.• Set up corporate e-mail on iPhone and Android devices for technical troubleshooting as well as resolving issues on work phones. • Technical assistance with IT setup of high end business events in hotels, meeting rooms, gathering areas, seminars, townhall.• Manage access control applications and CCTV systems for the administration department to ensure security and compliance. • Establish and maintain a well-structured IT knowledge base, which includes procedures, procedures, and troubleshooting actions related to technical software and hardware systems, as well as incident reports.

Master Of Business Administration - Mba, Operations And Logistics, Merit

Activities and Societies: Member of Academic and Student CouncilThe MBA in Operations and Logistics at Middlesex University is a top-tier.

B.E (Hons), Electrical, Electronics And Communications Engineering, 8.56

Activities and Societies: Member of Student Placement Program DivisionBITS Pilani Campus offers an outstanding Electronics.