➤ Lead the daily operations of the remote support team that delivers application usability support for clients, technical content to develop internal and external help center portal, product UI / UX evaluations, lead generation and service development.➤ Engage in workforce development including recruitment, onboarding, personal and profession development, scheduling and staff availability forecasting.➤ Manage client reported incidents, requests and problems including resolution, escalation, trend analysis, within agreed SLAs for response, resolution and satisfaction.➤ Ensures that the help center portal for the product users are updated and relevant to the learning needs and product change releases.

➤ Provides end user support through knowledge transfers, issue troubleshooting, reporting and analytics, and product request documentation.➤ Internal team support includes development of knowledge - based articles, communications, product quality assurance, recruitment, training, lead generation.

➤ Provide monthly and ad - hoc reports related to SLA, KPIs, feedback and complaints, SLA exceptions, from ticket incidents, trends, problems, and requests.➤ Maintain workforce skills matrix, track training and development plans, performance reviews, and other resources management such as recruitment, onboarding, off boarding, scheduling , OT management, leave approvals and plotting and manpower forecasting.➤ Manage client expectations, provide technical advice, build relationships, represent Transputec, forward complaints to Quality Assurance Manager, and analyze customer satisfaction through surveys, acting as a leader for staff.➤ Maintain ownership and responsibility by delegating tasks effectively, providing input to project coordinators, attending meetings, acting as an escalation point, assisting team members in problem-solving, being flexible, and maintaining breach alerts.

➤ Provide phone and web-based support for our software solutions to our customers, utilizing resource tools and escalating issues to appropriate internal teams in order to respond to and resolve issues in a timely manner.➤ Provide technical support for mission critical solutions, and build and share knowledge with team members to provide support that exceeds expectations and focuses on proactive solutions while adhering to established processes and procedures. ➤ Provide accurate pre-sale technical expertise to sales agents and prospective clients, application testing, technical writing, and other Technical Support-related functions. ➤ Responsible for guiding new users through the implementation process. This involves providing instruction and documentation on the process to the user, working with users to install hardware and software and with our own developers to implement add-on modules, tracking the implementations process, and providing web-based, personalized training.

➤ Provide technical support over the phone and mailbox to the employees of Nokia Siemens Networks worldwide. ➤ Escalate incidents and requests from the Nokia Siemens Networks employees to the resolving group.➤ Dispatches onsite technicians for selected incidents to the employee’s assistance.➤ Gathers, analyzes and presents performance KPI/metrics to better strategize actions items that improves performance, individual – and team – based.

➤ Provide technical support over the phone to resolve internet connection and home networking issues of the customers of a DSL service provider.➤ Coordinate with different engineering departments and offices of AT&T to resolve the customers’ issues with the DSL connection.➤ Dispatches truck roll and onsite technician services and customer equipment premises as required for the resolution of the issue.

➤ Handles escalations from L1 technicians, and coordinate with internal and external departments for the resolution of the customer’s issue.➤ Make sure that the customer’s issues are resolved through the best customer experience that could be provided.➤ Troubleshoot hardware and software issues with computer users for desktops and laptops over the phone. Process dispatches for parts replacement or onsite technician service as well.