Customer Relationship Management: Building and maintaining strong relationships withcustomers, understanding their needs, and ensuring their satisfaction with the product &services. Technical Expertise: Demonstrating a deep understanding of the product and its technicalaspects, including API integration use cases, understanding customer use cases, andrecommending solutions. Product Adoption: Assisting customers in effecti vely implementing and adopting the product,ensuring they achieve their desired outcomes and maximizing the value they derive from it. Business Acumen: Having a strong understanding of the customer's business goals, challenges,and industry trends and leve raging that knowledge to provide strategic guidance and align theproduct with their objectives. Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, andproviding valuable insights to the product development team to drive conti nuous improvementand enhance the product's features and functionality. Renewals and Expansion: Managing the renewal process by engaging with customers to ensurecontract renewals. Identifying opportunities for upselling and cross selling products oraddit ional features to existing customers, working closely with the sales team to drive revenuegrowth, and advocating for the product's value proposition. Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs),conducting Training sessions, product demos covering API offerings, and sharing Best Practiceswith new and existing customers.Since,

Ensuring that tickets are closed within SLA along with Timely acknowledgement, assignment &Queue management of tickets to the team. Use the Incident Management System to document and manage problems and work requestsand their respective resolutions. Mentor and assist new hires, motivate team members and provide them with their performancefeedback Ensure that service level is maintained and impacts are managed effectively when making teamdecisions Handling incoming te lephone calls and chats from both existing and prospective customersand dealing with all queries. Manage escalations effectively and take ownership for resolving problems. Conduct Team Meetings and contribute positive suggestions. Managing time and multi tasking Perform other duties as assigned by the Line Manager or above from time to time. To ensure thetimely communication of information to colleagues and line management Driving the efficiency and effectiveness of each and every ticket. Monitoring the tickets on regular basis and making recommendations for improvement. Work on Bounce tickets to ascertain appropriate ownership is established with the relevant Work on Bounce tickets to ascertain appropriate ownership is established with the relevant resolver group.resolver group. Effective interaction with other onEffective interaction with other on--site teams to ensure appropriate details aresite teams to ensure appropriate details are available related available related to high priority case.to high priority case. Timely submission of daily/weekly/monthly productivity reports.Timely submission of daily/weekly/monthly productivity reports. Taking care of onboarding and offboarding activities. Taking care of onboarding and offboarding activities.

Monitoring functional mailbox. Creating tickets and categorizing the issues appropriately. Performing initial ana lysis of the issue and providing the resolution. Documenting all the analysis and escalating to next level team. Continuous follow up with support teams for relevant updates, tracking against SLA anddriving towards resolution. Answering chats and respond ing to the emails within SLA Report generation as per the request from the leads. Monitoring and verifying all the Client websites post planned Maintenance. Taking ownership of Major incidents (Sev1 & Sev2) and responsible for engaging theTechnology tea m and the level 3 team Sending regular status updates to the users for Sev1 and Sev2 Issues.Since

Major functions:Troubleshooting Hardware / Networking/OS related queries of customers.Handling queries from customers and initiate the right response to them, positively and professionallyDeal with a wide range of products using a powerful information databaseProvide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understandTroubleshooting skills on CSP’s issues through chats and responding to the emails.Knowledge/exposure to ticketing tools.Timely response to customers issues via telephone and Emails.Regular follow-ups with customers with recommendations, updates and action plans.Escalate issues in a timely manner according to Standard Operating Procedures.Create new knowledge base articles to capture new leanings for reuse throughout the organization.

Measure customer satisfaction via SM7 rating and NPS surveys F ollow up with IM’s to complete the Share Point review. Weekly meetings with the Quality team for a compliance check. Reporting activities and NPS survey check. Attending to Client calls and Escalations Identifying areas of Process improvementsIdentifying areas of Process improvements Conducting TConducting Team Meetings and Updateseam Meetings and Updates Preparing the release mail with the open issue list and send it to all the stakeholders.Preparing the release mail with the open issue list and send it to all the stakeholders. Adhering to the teams SLA, and understanding Quality & Auditing parametersAdhering to the teams SLA, and understanding Quality & Auditing parameters Regular followRegular follow--ups with customers with recommendations, updates andups with customers with recommendations, updates and action plans.action plans. Escalate issues according to Standard Operating Procedures. Escalate issues according to Standard Operating Procedures.Trainings