Key Deliverables:• Identified new sales lead and provided first contact & resolved customer issues• Coordinated with service providers including Costco USA using Zendesk• Followed up with customers, provided feedback and recorded queries/complaints of the customers• Ensured proper recording, documentation and closure for the same• Maintained and developed external party relationships• Escalated unresolved queries to the next level of support

Key Deliverables:• Engaged in working with France Biomerieux Healthcare and executed various duties including managing major incidents and severities for the client, monitored tools using solar winds, snow tool and weather maps and also handled Bridge call for Severity 1 incidents• Managed large amounts of incoming calls and generated sales leads• Identified and assessed customers needs and achieved optimal levels of satisfaction• Developed sustainable relationships and trust with customer accounts via open & interactive communication• Provided accurate, valid and complete information and used methods/tools• Handled customer complaints, provided appropriate solutions and alternatives within the time limits and ensured resolution• Recommended potential products or services to the management and gathered customer information and analyzed customer needs• Contributed to team effort and accomplished related results as needed

Key Deliverables:• Served as a first point of contact for customers seeking technical assistance over phone/email• Performed troubleshooting through diagnostic techniques and chat process for the employees• Executed troubleshooting WIFI Connections via GOTO Assist admin rights, resetting passwords and diagnosed web clock issues via Active Directories• Provided accurate information on IT products/ services• Documented and maintained chat records in excel and generated reports on a monthly basis• Followed-up and updated customer status and information• Identified and recommended solutions and procedures• Recorded tickets in UET tool and directed/transferred tickets

Key Deliverables:• Responded to customer complaints in a professional manner and evaluated/resolved the same• Assisted in installing the softwares & troubleshooting hardware issues and analyzed inspected/ reviewed findings & determined the solution to the problem• Analyzed, repaired, tested and maintained the equipment for the same• Monitored the performance of the product and maintained product manuals• Installed and diagnosed issues and carried out troubleshooting hardware issues• Developed and maintained relations with the customers

Key Deliverables:• Researched and identifies solutions to software and hardware issues• Diagnosed and troubleshoot technical issues, including account setup and network configuration• Escalated unresolved issues to appropriate internal teams • Provided prompt and accurate feedback to customers• Ensured all issues are properly logged• Prioritized and managed several open issues at one time