Sr.Technical Support Engineer
CurrentLead and manage a 6 member technical team and directly report to the Operations manager. Client Accounts: “Crashplan Backup and Mobility” Backup tool ,Security software customers. Key Domain Experience: Provide technical support for IT Crashplan Backup Mobility ,CrushFTP ,Security.Key Responsibilities:Ensure motivation of staff.Monitor and measure staff performance in line with company targets and performancestandards. Timely identify and address gaps in performance or quality.Produce accurate reports on team performance for senior managers. Providing product training to partners and corporate users.Promptly answer escalation calls of the floor and provide updates on unresolved issues to the client and the floor to resolve IT issues.Timely follow up with team and other departments on escalated issue and Turn around tense situations with irate customers into positive outcomes. Identify research & resolve customer issues via phone, e-mail & onsite visit. Key Accomplishments:Instrumental in introduction and implementation of call monitoring scripts and call qualitysheet which helped to improve quality of inbound calls and chats. This resulted in customer satisfaction and received several appreciation emails.Initiated and introduced a new portal, to update technical information that also improved engineering skills, and was greatly appreciated by higher management.Training provided to customers and internal staff, resulted in sales growth of products.
