Technical Support:• Effectively respond to and resolve tickets via Voice, Chat, and Email for both US and International clients.• Administer user accounts on Windows Active Directory and other internal applications.• Install, configure, and troubleshoot antivirus and endpoint protection programs.• Provide remote and chat support for users on Windows, Mac, iOS, and Android platforms.• Perform support tasks, including basic troubleshooting for Microsoft operating systems on desktops and laptops, as well as basic network troubleshooting.• Demonstrate expertise in supporting VPN and addressing Cloud backup issues.• Configure and troubleshoot Office 365 products, including Outlook, Teams, Word, Excel, PowerPoint, and OneNote.Expertise in Identity Theft Protection and Cybersecurity:• Provided guidance to users on the features and benefits of identity theft and protection services, assisting in the purchase process and explaining how to effectively use their subscription.• Addressed user inquiries, resolved issues, and educated users on monitoring credit, bank accounts, and personal information for potential fraudulent activities and cyber threats, ensuring a positive user experience.

• Responding to customer queries via Chat and E-mail, following Standard Operating Procedures (SOP), and documenting cases using designated tools for both US and international clients.• Managing Business customers' secure private portals and accounts diligently to ensure the efficient resolution of queries without complications.• Strictly adhering to the Information Security Policy to maintain confidentiality and protect sensitive data.• Gaining knowledge about the product and process through training, collaboration with colleagues, and materials provided by the organization, aiming to resolve issues to the customer's satisfaction in a professional manner.