Syed Osman Email & Phone Number

Dubai, Ae

Dubai, Ae

Dubai, United Arab Emirates

• As part of the support team, perform technical troubleshooting and data analysis to determine the root causes of software problems. Provide solutions or action plans for customers that resolve the issue.• Analyze technical configurations, integrations, data migrations, and technical installations for client systems to perform in-depth technical troubleshooting, testing and recommend solutions.• Analyze and document requirements and rules, enhancements, or changes.• Document internal and external correspondence for incident resolution, including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.• Assist with training new team members.• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.• Recognized as an expert in JAGGAER's procurement technology platform.• Part of a global team, with bases located in different countries.• Learnt about the different procurement processes (tenders, auctions, savings initiatives, supplier approval, etc.).• Support customers and suppliers in the use of our technology platform, following the implemented procedures, ensuring customer satisfaction.• Perform daily tasks, maintenance and updating of the client's systems.• Register and typify cases in our ticketing tool, following up and escalating them, if necessary for resolution, ensuring compliance with SLAs.• Communication will be professional and empathetic with customers and colleagues to ensure that incidents are quickly and efficiently resolved.

Dubai, United Arab Emirates

• Followed standard procedures for proper escalation of unresolved issues to the appropriate internal teams.• Utilized email and chat applications to give those requesting support super quick answers to simple issues.• Focussed on the importance of running a productive and successful shift.• Analyzed and understood complicated issues quickly, and implement the solutions urgently needed• Investigated and resolved computer software and hardware problems of users.

Dubai, United Arab Emirates

• Processed incoming correspondence via the internet and mail. • Followed established guidelines. • Contributed to team effort by accomplishing related results as needed. • Manage incoming calls, and update customer records.• Assist with training new hires.

Dubai, United Arab Emirates

• Running reports in Microsoft Excel and analyzing for accuracy• Appropriately route requests to management for research and resolution of account transaction issues.• Manage all aspects of customer service-related functions in a manner that satisfies customers' needs.• Daily follow-up with customers to ensure orders go out in a timely manner. • Work with the sales department to ensure all data entry information is accurate for the customer.

Hyderabad, Telangana, India

• Investigating and resolving customer inquiries and concerns in a timely manner. • Entering detailed information into company proprietary software while conversing via telephone. • Placing outbound phone calls for customers, confirmations or to obtain missing information. • Working with other internal team members regarding the next steps and following escalation protocol. • Offered additional options to provide solutions/positive outcomes for callers.

Hyderabad, Telangana, India

• Provided information about products and services. Effectively identified customer concerns over the phone.• Recorded details of customer transactions, interactions, inquiries, complaints, and comments.• Prioritized data entry daily to ensure customers' needs were met. • Ensured that appropriate changes were made to resolve customer concerns. • Performed maintenance on accounts Document account information Upgrade accounts Offer new products.

Bachelor Of Commerce - B.Com Computers, Computer Technology / Computer Science

Bipc Intermediate, Bipc - Biology, Physics, And Chemistry