Harish P S Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

Bengaluru Area, India

 Acting as a liaison between high-profile customers of Microsoft (who purchase, deploy and use Microsoft Products in their IT environment) and the speciality Engineering Teams to provide timely assistance and co-ordination across teams and resources to meet the outlined SLA requirements and strive for excellent customer-partner experience. Provide business insights to the management aligned to work with the high-profile customers on improving the security and stability of the IT environment by trending the types of issues raised across different Microsoft products and Platforms. Attend customer meetings to understand the flaws in service delivery and act upon the action points for a better turnaround.

Bengaluru Area, India

- Building, mentoring and managing a pilot team for chat and email support for a product/design/software based US company named Cricut (Provo Craft and Novelty Inc./ http://us.cricut.com).- Engage with customers through several platforms such as chat, email, Facebook to better understand the issues they are facing with the product and offer technical assistance in resolving the same.- Present the management and other related teams about the collective issues and feature requests to improve upon the product/customer experience. - Streamlining the support process for a quicker turnaround time to resolve the issues in a timely manner and to manage the SLA.- Organizing the available resources, support documents, FAQs to contribute to the internal knowledge base.

Hyderabad Area, India

Role: Product Manager for Content Management System (CMS) • Document the workflow of various functional processes involved in onboarding and ingesting content provided by the clients till the content is reflected on MSN Portal.• Analysis of various feeds (RSS, XML, JSON & Atom) and mapping and ingesting them accordingly in Zenith (Content Management Database of Microsoft) to get their content live on the MSN Portal.• Logging and resolving Bugs in TFS (Team Foundation Server) system for the functional issues of the content ingested on MSN Portal.• Updating and communicating the changes to requirements as needed to all stakeholders.• Managing support requirements and issue resolution throughout project life cycle.• Ensure issues are identified, tracked, reported and resolved in a timely manner.Role: Data curation and analysis for Related Stocks on MSN Money • Curating, analyzing and organizing data procured from various sources and provide data for related stocks of the top stocks across top 14 stock market indices.• Active participant in meetings and discussions to eliminate any requirement gaps for all the assignments handled. • Perform Fatal and non – fatal calibration to improve the quality for curated data content on the MSN Finance Portal.• Act as a liaison between Product Managers and Developers during analysis, development and testing phases for the data handled.

Bengaluru Area, India

• Handling escalations from Tier 1 support. Calibrate and mentor Tier 1 teams, including, but not limited to: regular case review and calibration, active support through internal agent P2P forums, coaching and mentoring.• Create, edit and/or review support content (customer responses, FAQ, help pages, process templates and training material) in partnership with the Training team.• Contributing to meaningful and valuable knowledge to the Customer Care Knowledge Base, to ensure both customers and fellow support agents have access to the most recent and accurate, support information. • Meeting set targets/metrics on a consistent basis and also ensuring highest levels of quality in customer support.• Regular reporting of product bugs to Engineering teams; liaise with these teams and customers, to develop and implement fast and accurate resolution of the concerns; Partner with Business Unit engineers to make decisions revolving around customer issues and bugs. • Providing advanced technical support via inbound email support channel.

Bengaluru Area, India

• Attending calls and / or process emails and requests.• Provide first level technical support for all the incoming queries.• Log all the calls / comments on internal tools as per procedure and process.• Escalate when required as per process.• Handle multiple responsibilities within the process.• Attend all internal trainings.• Discussions on metrics and performance with the leads / managers.

Bengaluru Area, India

• Attending calls and / or process emails and requests.• Categorizing the issue as per priority and SLA.• Provide first level technical support and route the issue to the specialist resolver groups.• Taking ownership of the issue and follow up as per procedure till the issue is resolved.• Escalate when required as per process.• Handle additional responsibilities.