Biswajit Roy Email & Phone Number

Kolkata, Wb, In

Bengaluru, Karnataka, India

Acted as a technical account executive for strategic key enterprises, providing comprehensive technical support, troubleshooting, and issue resolution via email, telephone, chat, and web sessions. • Served as an Escalation Coordinator for internal and external stakeholders, collaborating with cross-functional teams (Launch, Sales Engineer, Account managers, Threat Intel, Triage, Product) to drive productivity and increase overall Platform Operations KPIs and customer retention. • Successfully reviewed, triaged, and responded to customer and internal support tickets as part of the ZeroFox Tier 2 help desk workflow. • Managed to resolve high-priority tickets with urgency and thoroughness, ensuring customer satisfaction and adherence to SLAs. • Acted as a knowledge resource for Tier 1 support, providing guidance and support to enhance team performance. • Provided dedicated support to strategic customers, ensuring their unique needs were met promptly and effectively. • Monitored internal team channels for escalation requests and collaborated closely with cross-functional teams to ensure the timely resolution of tickets. • Worked with Team Leads and Managers to identify workflow and process improvements, contributing to the optimization of success and support processes. • Assisted the Manager in maintaining help/FAQ & knowledge base articles, ensuring up-to-date and relevant resources for both internal and external stakeholders. • Provided daily reporting of handled/resolved issues and escalated matters to the manager, facilitating effective communication and problem resolution.

Bengaluru, Karnataka, India

• Maintaining a high-volume workload within a fast-paced environment. Consistently met performance benchmarks in all areas (Quality, Customer satisfaction and AHT). • Providing support to Apple customers globally (North America, Europe, Asia, South America etc.)• Understanding the customer concerns and emotions. Trying all the possible options using the help of company policies and articles in Knowledge Base (KB) to fix the customer concern.• Uploading status of chats in the Customer Relationship Management or CRM database. • Ensuring that all the chat and email communication activities are performed in accordance with the company policies. • Timely resolution to the customer inquiries while maintaining a positive and friendly attitude.• Identifying and providing solutions on the articles updated in Knowledge Base (KB) if any errors found from our end. • Troubleshoot the software issues of all the Apple devices like iPhone, iPad, Mac, Apple Watch, and the accessories for issues related to installation, upgrading Software, connectivity issues etc. • Gathering any valid bugs or on-going issue reported by the customer and updating the relevant team on the same. • Running remote diagnostics on the devices to identify the issue and providing the solutions based on them.• Providing application support for Apple’s inbuilt apps like Messages, Safari, iTunes, App Store, Camera etc. for all devices. • Assisting customers for any hardware related issue and providing appropriate solutions to get their issue fixed like creating repairs and setting up appointments at the proper locations as per customer preference.• Providing Cloud Support to the customer based on their issue. • Assisting customers with their Media Services issues like payment, billing, accounts etc.• Maintaining a proper record of the chat flow and escalating the case to the Engineering Team when the process requires.

Bengaluru, Karnataka, India

• Responsibilities as an SME: Handling a team of new hires and coaching them about the process and maintaining the matrix as per the client requirements.• Making sure that the team perform well during the peak season of the business by conducting various couching sessions, feedbacks, training, one on one with the team members etc. • Mentoring and training other SMEs' and new hires for the same process based in Hyderabad (3 weeks project).

Bengaluru, Karnataka, India

• As a digital interaction advisor, I dealt with the North American customers on the chat platform and resolving their issues with services offered by a leading MNC (Target Corp.).• The job required to help customers with their pre and post order related queries and their accounts in Target.com.

Bachelor'S Degree, Economics

Business/Commerce, General