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.
• 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.
• 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.
• Documentation: Document customer interactions, issue resolutions, and product enhancements indetail, maintaining accurate records to track customer inquiries, identify recurring issues, andcontribute to the knowledge.
• 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.
• Respond promptly to incoming Enphase customer phone calls, chats and emails during Europe and US working hours (night shift in India).

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.

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 and.