 Handle Level 2 technical calls coming from customers, dealers, freelancers Handle all technical issuing facing by sales team Immediate response to all queries coming from sales team, channel partner, resellers Analyze the nature of technical calls and make best strategies to handle technical support Arrange internal training sessions regularly for the internal team members, new joiners, required team members to keep them updated Arrange training sessions regularly for channel partners, field engineers, freelancers Reviewing and Analyzing ITC support and data and prepare reports on most frequent issues Preparing presentations, datasheet, knowledge base, FAQ guide and share within internal team members and customers Creating technical comparison chart of competitor products and share within internal sales and technical team members Testing, analyzing competitor products, and prepare for any cross question coming during the demonstration Working on ticketing system with any specific issues Collecting and Accumulating suggestions which received from customers based on their feedback Regular follow up with the potential customer for their issues  Monitoring product false positives and report to Central Development Team Cooperate and coordinate with the Central Support Team Collecting regular feedback coming from sales team, market survey and channel partners Arranging and executing onsite product demonstration at enterprise and government customer place Executing online product demonstration arranged by the sales team, national distributor, and in-house support team Understand the customer requirement and suggest the best suitable product  Doing regular follow up with big government and enterprise orders where they have any technical issues or not Handling all technical onsite calls from enterprise clients like Installation, activation, troubleshooting, updating, deactivation, renewal.

 Handling and distributing technical calls coming from internal team members, enterprise customers, national distributors, potential customers to in-house support team Handling all Level 3 calls coming from the in-house support team Analyze the nature of technical calls and make best strategies to handle technical support Arrange internal training sessions regularly for the in-house support team to keep them updated Provide technical guidance to handle critical calls Escalate technical issues which need to fix bugs or vulnerabilities  Handling critical issues, collect necessary logs and reports, forward to the concerned team to release bug fix update Arranging regular training sessions at national distributor end to keep them updated Correlate with the development team to keep updated about any future development Testing, analyzing Beta version product and prepare reports based on the testing Executing all seminars arranged by the company as well as the national distributor Testing and analyzing competitor products to educate sales team to handle sales calls technically Preparing product comparison chart based on the testing of competitive products Classifying products based on the specification and prepare necessary datasheets Correcting and finalizing all Product features which will be published in technical magazine and marketing materials  Jointly working with other software companies which are not compatible with company products Handling all product licenses and creating, issuing product certificates for end customers Keeping and handling all license records which are already issued from the company

 Developed support procedures and strategies for systems, operating systems and applications development. Report Product defects or bugs using support procedures and collaborate with internal support team to provide technical details on reported issue. Work diligently to achieve customer delight by managing and troubleshooting technical support cases related to Product installation, False Positives and False Negatives.  Analyze, diagnose and resolve complex technical problems and issues with backup and restore of File system and Application Data, Database and Virtualization platform by reviewing debug logs. Demonstrate technical content on application software to guide (Frontline) Technical Support Associates and (Advanced) Technical Support Engineers.  Analyze break/fix technical issues within product and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs. Make proactive efforts to own a customer commitment on technical cases and ensure to communicate and educate customers on case progress to meet zero missed commitments. Work on any support related urgent escalations and keep all stake holders including end users and internal management in loop with the latest updates and progress on escalations through regular meetings. Contribute in Product and Features improvement activities by providing viewpoints for its betterment through constructive feedback. Coach, Mentor and provide product and technical training to Advanced team members to increase their technical competency to handle and resolve customer issues confidently. Conduct multiple coaching sessions for operational procedures and Support boundaries to Frontliners and Technical Support Executives. Identify and diagnose functionality errors or bugs within the product system using established testing procedures and guidelines and help to release bug fix. Participate in product training program and product related technical discussions.

1) Provide technical support of K7 range products in both Desktop and Enterprise versions2) Key account management in Corporate Sector for Antivirus3) Trained all service engineers of Dealers, associate partners, system integrators and channel partners on Internet Threats, type of threats, antivirus comparisons4) Handling Product demonstration5) Handling Technical seminars 6) Collecting samples for false-positives and malwares7) Product testing & suggestions

 Handle direct technical calls coming from customers, dealers, field engineers Provide telephonic, mail, chat support regularly Understand the nature of the issue and provide appropriate Technical Support to customers when they face during installation, activation, updating Understand the customer properly if the issue is not relevant to the product Escalate the issues to the research and development team if any product bugs or vulnerabilities are detected  Report to research and development team if any false positive is detected in the product Collect the necessary logs and report if the product malfunctions Collecting samples for specific malware and send to research and development team for releasing product updates Arrange regular training for internal team members on product features, general troubleshooting, highlighted key benefits of products Reviewing and Analyzing ITC support and data and prepare reports on most frequent issues Cooperate with other technical team members on any particular troubleshooting  Preparing presentations, datasheet, knowledge base, FAQ guide and share within internal team members and customers Creating technical comparison chart of competitor products and share within internal sales and technical team members Testing, analyzing competitor products, and prepare for any cross question coming during the demonstration Working on ticketing system with any specific issues Collecting and Accumulating suggestions which received from customers based on their feedback Regular follow up with the potential customer for their issues  Arrange demonstration in front of enterprise customers  Handle pre and post-sales technical support to enterprise customers  Provide product training to dedicated channel partners, field engineers, distributors on a monthly schedule basis  Arranging and executing customer awareness program Assist other team members to handle any specific issues