Glywin Pinto Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

• Overarching responsibility for ensuring the vitality and effectiveness of the entire support infrastructure within the organization.• Collaborating with Co-founders and other Business Heads to develop a robust support strategy aligned with our post-sales experience objectives.• Nurturing and managing relationships with executives of critical enterprise accounts.• Directly supervising red accounts to proactively mitigate potential account churn and retain valuable clients.• Strategizing career advancement opportunities for members of the Support Team.• Working with Support Leads to uphold operational integrity, prioritize agent satisfaction, and consistently achieve and maintain KPI targets.

Mumbai, Maharashtra, India

• Defining high-level Team OKRs and breaking it down to help the team achieve the same and doing performance review.• Enhance Service Level Agreement (SLA) adherence and Customer Satisfaction (CSAT) scores through proactive management and continuous improvement.• Creating dashboards on Zendesk for Support relevant analytics and business intelligence.• Creating Customer Feedback reports and sharing them with key stakeholders to drive feature enhancement and new feature development.• Roster creation and Overseeing dashboards and internal knowledge repositories.• Manage any incident or escalation that may come at any point and ensure minimum damage to the daily operations to deliver the best customer experience.• Developing rosters and distributing resources effectively.

Mumbai, Maharashtra, India

• Provide enterprise grade support to clients via ticket and phone channels.• Troubleshooting bugs which involves working with REST APIs, APIs, HTML/CSS and Javascript.• Perform cause analysis of customer issues and bugs via in-depth research and analysis using information from product logs and other databases.• Collaborate with Development and Data Analytics team to resolve customer issues and generate reports.• Creating and maintaining internal documentation repositories.• Triage incoming requests and enhance workflows to deal with incoming ticket volume.

Mumbai, Maharashtra, India

• Provide L2 support for Domains, Security, and Website products (Domains, SiteLock, SSL Certificates, CodeGuard, Website Builder, and G suite)• Provide L1 Support of all our Hosting products. (Shared Hosting, VPS, Cloud Hosting, Dedicated Hosting) and in-house Email hosting products.• Data Extraction via BigQuery and sharing of Statistics.• Assistance with Banner/Logo Integration and client communication.• Knowledge base Management - Maintain and expand the database of prewritten & new content to improve proposal quality. Reviewing existing Product/Feature documentation, and publishing documentation in internal Knowledge bases.• Updating and managing TLD promotions on the OrderBox platform for clients.

Mumbai Area, India

Roles and Responsibilities :• Troubleshooting, and resolving all L1 technical issues related to Domains, Security, and Website products and services and its provisions.• Handling clients queries via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback.• Recording, tracking, and reporting problem activity and adhering to SLA’s and aiding in Team Goals and Development.

Mumbai Area, India

Roles and Responsibilities :• Take ownership of each customer while empathizing and prioritizing customer needs• Resolve conflicts and manage customer expectations• Determine customer needs and provide appropriate solutions through relationship-building

M.Sc. It, Information Technology

B.Sc.It, Information Technology

Activities and Societies: (2013) Participated in Annual Electronics Exhibition. (2014) Participated in Infotronica (Intra College IT.

Hsc, Information Technology

Ssc, General Studies