• Still reprising the previous role as a Tools Point of Contact (Tools PoC), but with a different designation.• Supporting a team comprising of different nationalities, from only 20+ associates until its growth to 100+ associates.• Occasionally acting as a backup support for team that is located in different country (remote support).

• Switching role internally to Tools Point of Contact (Tools PoC) for any tools related matters related to the project and production.• Performing testing for new features/tools from the client, analyzing and documenting bugs that are interfering with tools and production, and reporting them to the Engineering team (client side) for debugging.• Assisting the project with any issues related to the tools (both hardware and software) that are used daily by the team.• Liaising with various stakeholders (management team, client team, ad-hoc team) for any tools related matter.• Assisting management team for any ad-hoc tasks such as onboarding and exiting associate from the system, and requesting asset/device for new hire or replacement.

• Working in a project that serves one of the biggest global IT client (mapping project).• Process and raise required requests and make sound decisions related to client requirements.• Updating clients database using the tools given while following all policies, compliance and security measures relating to client data.• Take action on processed transactions and handle the same with proper research, while achieving daily, weekly and monthly target based on client's requirement.

• Answering escalations tickets for cases that are unsolvable at Tier 1 and providing the best solutions to customers.• Processing customers RMAs/Warranty Claims for products that need to be exchanged.• In liaise with customers and clients

• Making the first contact with customers' tickets and inquiries, via emails in CRM system (mainly serving US and CA markets).• Guide and provide step-by-step troubleshooting steps to customer(s) to determine if the products need to be replaced.• Experienced in answering tickets in well-mannered time, as well as setting the correct expectation to each of customers concerns and inquiries.• Occasionally answering calls as a backup and provide real-time support to customers.