• Oversaw and managed a team of technical support specialists.• Assigned tasks and responsibilities to team members.• Provided guidance, mentorship, and support to team members to ensure their professional development.• Acted as the escalation point for complex technical issues.• Worked with the tech team to develop effective solutions and ensure timely resolution of issues.• Ensured that customer satisfaction is maintained at a high level.• Implemented best practices to enhance the overall quality of support services.• Developed and delivered training programs for technical support staff.• Provided ongoing coaching and feedback to improve team performance.• Monitored and evaluated the quality of support provided by the team.• Conducted regular audits and reviews to identify areas for improvement.• Implemented corrective actions to address quality issues and ensure compliance with service level agreements (SLAs).• Ensured that accurate and up-to-date documentation is maintained for all supported products and services.• Collaborated with other teams, such as development or product management, to address technical issues and improve product functionality.• Served as a liaison between technical support and other stakeholders, including customers and senior management.• Defined key performance indicators (KPIs) for the technical support team.• Tracked and analysed performance metrics to assess team productivity and efficiency.• Prepared regular reports and presentations to communicate performance results and trends.

• Provided comprehensive support to internal and external customers across LRN's proprietary applications, ensuring their needs were met promptly and effectively.• Functioned as the primary point of contact in the absence of the manager, ensuring seamless support continuity.• Managed customer expectations to ensure alignment with the capabilities of our products, promptly escalating issues when necessary.• Effectively managed escalations and high-priority tickets, ensuring swift resolution and customer satisfaction.• Collaborated with technology and network operation teams to relay valuable customer feedback, contributing to improvements in user experience and the identification of new features and products.• Fostered strong client relationships by managing support requirements, addressing concerns, and consistently delivering timely solutions.• Mentored and motivated team members, fostering a collaborative and high-performance work environment.• Implemented quality assurance processes to maintain accurate and consistent support responses, meeting SLAs.• Developed training programs and resources to enhance team members' technical knowledge and customer service skills, providing ongoing feedback and coaching.• Continuously reviewed and improved support processes, identifying areas for optimization and efficiency.• Played an integral role in the implementation and integration of Zendesk, serving as an active Administrator for the Zendesk tool.

• Provide remote and on-site technical support to CeX stores in 11 countries across the globe via voice and emails related to Hardware/ Software, OS, and internal apps over call /email.• Provide On-site support for Indian stores with an SLA of 48 hours.• Providing application support for internal company applications (Back office tools, Reporting tools, etc) to end users.• Managing the internet / Wi-Fi for Mumbai Support Center. Diagnosing and dealing with issues related to it on a day-to-day basis.• Monitoring & troubleshooting network vulnerabilities with the use of Qualys.• Prepping servers, clients, and all networking devices from scratch for new stores.• Coordinate and discuss with QA, DBA, and development teams as and when required. Send RFC and Bug reports to bring out permanent resolutions.• Document troubleshooting procedures.

● Regular Escalation Call handling working in tandem with the Tech Team to resolve User queries related to OS systems & software applications.● Networking – wired / wireless Workgroup networks including wireless printers and Internet Troubleshooting.● Configuring Mail Clients (Windows Live, MS Outlook, Outlook Express and other mail clients etc.)● Troubleshooting for Spyware, Virus Infections, OS reinstallations & OEM factory resets.● Key roles involve Guiding & assisting L1 techs with correct & timely resolution.● Send daily reports to the management team related to Team Performance & Team KRA consisting of Resolution Rate, FCR & Open Cases.● Supervisor-level follow-ups with customers to maintain good relationships with the customer for better service and focus on Quality, Customer Satisfaction and Resolution Rate.

• Regular Escalation Call handling working in tandem with the Escalation Desk to resolve User queries related to OS systems & software applications.• Promoted as Team Coach in July 2013 & was on probation for 3 months. Confirmed as Team Coach in Oct 2013.• Key roles involve Guiding & assisting L1 & L2 techs with correct & timely resolution.• Weekly training sessions with the team to recalibrate them with new updates & better resolution techniques.• Auditing cases to ensure consistent quality adherence & provide necessary feedback.• Send daily reports to the management team related to Team Performance & Team KRA consisting of AHT, Resolution Rate, FCR & Open Cases.• In the absence of a Team Leader taking over all the key roles of TL that is scheduled adherence, controlling absenteeism, taking care of employee grievances & escalating if required to management & HR.

• Regular escalation call handling and resolving User issues related to Operating System and software applications.• Handling outbound queues and providing team support in the absence of SMEs.• OS supported- Windows 8, Windows 7, Windows Vista, Windows XP (all versions)• Applications include – Antivirus (e.g. Symantec, Norton, Trend Micro, McAfee etc.), Microsoft Offices, iTunes, banking software and any other application available on the customer’s system.• Networking – Wired / Wireless Workgroup networks including wireless and network printers and Internet Troubleshooting• Configuring printers, mail (Windows Live, MS Outlook, Outlook Express and other mail clients etc.), troubleshooting for spyware, virus infections, slow system, backup and restore.• Guiding & educating the customer about the issue and troubleshooting steps, handling escalated and angry customer calls.• Maintaining the relationship with the customer for better Customer Experience and Resolution Rate and focusing on Quality and Customer Satisfaction.