 Client Assistance: On boarded new clients through training, implementing their accounts and understanding their needs. Demonstrated detailed product knowledge when assisting clients both on the phone and via email. Analyzed client’s account to make sure they make the most efficient use of services purchased by them Training & Support: Provided personalized web-based training to the clients for using the software. Provided training to internal-users on system functionality and testing. Conducted quality audits for client service representatives and provided feedback. Escalation Management: Resolved customer escalations for all technical & non-technical issues; followed cases to ensure that they are closed well in time with the right resolution and customer satisfaction. Worked with customers and internal teams to resolve customer issues. Delivered customer feedback to various departments to ensure that similar issues do not occur in future Technical Deliverables: Worked on SalesForce, Marketo, Webex, API integrations. Developed complete knowledge of online event management, eMarketing and survey software Inside Sales: Identified upsell opportunities for clients and coordinated with the sales team to complete the sale. Reporting: Gathered client requirements for future enhancement of the product. Prepared enhancement reports and Follow-ups based on client’s feedback. Conducted QC and analyzed reports

* Provided resolution and coached L1 agents on technical grounds on real time basis* Handled Technical and Non-Technical escalations* Built and enhanced L1 agent capabilities by constant coaching and feedback on technical issues* Managed L1 metrics such as Resolution, dispatches, customer experience and sales* Collaborated, assisted, and communicated with technical and non-technical personnel* Analyzed application problems, recommended and developed solutions* Reviewed requirements with the users and provided time estimates for task completion

* Gained understanding of the payroll of USA companies and the disability management in USA* Provided front end customer support; ensured high standards of customer satisfaction* Coordinated with internal departments to provide suitable responses to client queries and track, monitored and escalated client issues in a timely manner to enhance customer experience* Provided feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues