Kapil Pant Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Being a senior tech, my basic responsibility is to assist Global Relay collaboration suite flagship enterpreise customers right after the sales cycle. Act a direct point of contact for them for any technical queries.Additionally, also participate in hiring and training of new team members. Resolve complex client issues by working dedicatedly with flagship customers as a single point of contact.Lead team in troubleshooting, reducing resolution time by leveraging direct relationship… Show more Being a senior tech, my basic responsibility is to assist Global Relay collaboration suite flagship enterpreise customers right after the sales cycle. Act a direct point of contact for them for any technical queries.Additionally, also participate in hiring and training of new team members. Resolve complex client issues by working dedicatedly with flagship customers as a single point of contact.Lead team in troubleshooting, reducing resolution time by leveraging direct relationship with the engineering team.Collaborated with cross-functional teams to create and deliver best in class customer service expereince for tiered customers. Strategise new updates and releases by working with engineering teams and customers. Conduct interviews, Train new hires, lead new features adoption within the team.Implement process improvements, boosting productivity - Results Oriented Show less

Vancouver, British Columbia, Canada

Being a part of the Unified communication support team, my basic responsibility is to assist Global Relay collaboration suite customers right after the sales cycle. I support a unified communication application called Global Relay App which provides different communication channels (SMS, Voice, Instant Messaging, WhatsApp) with-in the same application.Responsibilities:Assist customers with the Global Relay Collaboration suite provisioning. Collaborate with the AE, Sales… Show more Being a part of the Unified communication support team, my basic responsibility is to assist Global Relay collaboration suite customers right after the sales cycle. I support a unified communication application called Global Relay App which provides different communication channels (SMS, Voice, Instant Messaging, WhatsApp) with-in the same application.Responsibilities:Assist customers with the Global Relay Collaboration suite provisioning. Collaborate with the AE, Sales Engineers and Engineering team to make sure customer onboarding goes smoothly. Understand customer’s systems (Azure AD, Number types(VOIP or SMS hosting etc) and requirements (BYOD or Corporate Own) to suggest the accurate integration setups. Work with cloud communication providers like Twilio, Bandwidth to configure and troubleshoot the issues. Troubleshooting issues related to SMS(A2P Messaging), Voice(SIP), and Chats (WhatsApp or IM). Participate in early adoption of the new feature and either suggest improvements or report bugs. Create JIRA bug reports and escalate production bugs to the engineering team and application support team. Assist customers over Phone, Tickets & email and answer their general queries related to Global Relay Collaboration App. Deliver training and mentor new team members.Work closely with Project management team, Provisioning team and assist them with product onboarding and implementation plan. Ensure that they're successfully set up for ongoing success with our products and services post-implementation.Understand the customers' service goals and requirements. Translate the customers' requirements into how our suite of products can be best utilized to achieve these.Advocate Tired customer feedback with Technical Product manager, Sales and Software engineering teams. Collaborate with the AE, Sales Engineers and Engineering team to make sure customer onboarding goes smoothly. Show less

Bangalore Urban, Karnataka, India

As an onboarding engineer, I engage with Customer in the early stage of their solution deployment and help customers via email or video meeting to build their use-case on Twilio and influence them to implement Twilio best practices.Responsibilities: • Understand customer use-case and help them to setup for success. • Drive customer adoption of Twilio and strategize their journey to launch.• Assist customers with questions on the technical details of their implementation and… Show more As an onboarding engineer, I engage with Customer in the early stage of their solution deployment and help customers via email or video meeting to build their use-case on Twilio and influence them to implement Twilio best practices.Responsibilities: • Understand customer use-case and help them to setup for success. • Drive customer adoption of Twilio and strategize their journey to launch.• Assist customers with questions on the technical details of their implementation and integration with Twilio APIs. • Serve as a customer advocate and work cross functionally with Engineering, Product Management, support and Sales.• Conduct Product demo and workshops to make customer familiar with Twilio Products. • Ensure customers are onboarded successfully and are on track to having a positive experience with the Twilio product adoption. Show less

India

Twilio is an American cloud communications platform as a service company based in San Francisco, California. Twilio allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs.Responsibilities: • Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.• Work with Twilio Top tier customer and support,… Show more Twilio is an American cloud communications platform as a service company based in San Francisco, California. Twilio allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs.Responsibilities: • Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.• Work with Twilio Top tier customer and support, analyze, troubleshoot, and resolve customer issues in a timely manner.• Troubleshoot issues related to Carrier, SIP, PBX or messaging platform experience.• Define new support process and find gap to the existing workflow.• Troubleshoot API related issues and review logs. • Understanding customer issues & requirements and co-ordinate with the engineering team via JIRA/Slack to deliver best-in-class resolution.• Troubleshooting network connectivity issues, with an understanding of TCP/UDP and SSL/TLS. Show less

Bengaluru, Karnataka, India

Presales/Deployment Support:• Participate in POCs and vendor engagements to validate technology feasibility and viability to business• Develop KB Articles/write-ups to help in understanding the technology, market position, possible use cases.• Help develop architectural concepts for the adoption of the technologies• Handle first time integration request for different integration module like Active directory, VMware tunnel proxy, Per-app tunnel and Content gateway• Helping… Show more Presales/Deployment Support:• Participate in POCs and vendor engagements to validate technology feasibility and viability to business• Develop KB Articles/write-ups to help in understanding the technology, market position, possible use cases.• Help develop architectural concepts for the adoption of the technologies• Handle first time integration request for different integration module like Active directory, VMware tunnel proxy, Per-app tunnel and Content gateway• Helping customer with Horizon on Azure cloud pre-sales and deployment related cases. • Hands on experience with UEM, IDM and UAG deployment. • Sync with Sales team, Solution Engineering team and implementation for production use case discussion. • Work with Partners from early stages starting from Pre-sales, PSO, Post Sales and Break fix issues as required. Engage in process building conversation with partners. • Experience with Horizon on-premise demo setup. Technical Support:• Assist Partners to keep themselves up to date with WS1 & Horizon new offering and technology needs• Prepare and present tailor-made demo’s & content related to WS1 technology as per Partner requirement• Windows Active Directory and Certificate management• Work on specific Mobile Device Platforms (Android, iOS, windows) and Identity Management Products like vIDM, OKTA etc Show less

Mangalore Area, India

Diya Systems (A CMMI level 3 company/ ISO 9001 - 2008) is a fully owned subsidiary of GlowTouch Technologies, an award-winning technology services firm delivering custom technology services to business of all sizes around the globe.The operations started in 2001 and consist of 1200+ professionals today. It is the largest IT Company based out of Mangalore, Karnataka and provided custom application development services, customer and technical support, business process outsourcing, website… Show more Diya Systems (A CMMI level 3 company/ ISO 9001 - 2008) is a fully owned subsidiary of GlowTouch Technologies, an award-winning technology services firm delivering custom technology services to business of all sizes around the globe.The operations started in 2001 and consist of 1200+ professionals today. It is the largest IT Company based out of Mangalore, Karnataka and provided custom application development services, customer and technical support, business process outsourcing, website development, IT infrastructure services and more.The supported end client is Plesk – a product based enterprise level support to 11 million sites websites and applications.377,000 servers are installed with Plesk. 50% of the top 100 hosting service providers worldwide use Plesk.19 million emails are delivered through our platforms every day.Basic to intermediate level of troubleshooting issues related to DNS, MYSQL, MAILS, FTP, MSSQL, IIS, NgiNX,Apache etc.Provided customer support via Chat, troubleshooting via ticketing system and via Phone.Hands on experience with Plesk backup policy related issues and Zendesk. Decent knowledge of PHP manual compilation and PHP concept.Basic level of working experience with GIT, NodeJS, and Docker, since now these services are integrated with Plesk ONYX.Hand on experience handling server wide issues related to HTTPD, MAILS, DNS, MYSQL, FTP etc. Show less

Cochin Area, India

Bobcares has been synonymous with Customer Support and Services to Web Hosts since 1999. At this point, Bobcares directly manages over 3.5 million websites around the world, provides Linux and Windows administration services, and develops software for our clients.Bobcares engineers are passionate about their customers and work on a daily basis to provide unmatched service to website owners.• Provided support to both Linux and Windows servers to the customers.• Server monitoring,… Show more Bobcares has been synonymous with Customer Support and Services to Web Hosts since 1999. At this point, Bobcares directly manages over 3.5 million websites around the world, provides Linux and Windows administration services, and develops software for our clients.Bobcares engineers are passionate about their customers and work on a daily basis to provide unmatched service to website owners.• Provided support to both Linux and Windows servers to the customers.• Server monitoring, basic troubleshooting, CMS installation, server patching are the main responsibilities.• Server monitoring include the prevention of down time or outage to any server by proactively monitoring the server from PRTG.• Prevention of mass mailing or spamming by detecting the cause. • Used mail channels to avoid spamming from the server as well as continuous monitoring of the server load and stop the brute force attack in the CMS sites and thus prevented hacking.• Handling customers issues through Ticketing system and Live Chat along with the alerting system.• Handles issues like Windows server troubleshooting plesk related issue, IIS related issues, mail issues or CMS related issues as well as Linux troubleshooting issue mail related issue, sites permissions issues.• Working with different web servers like IIS, Apache, MYSQL server. Migrated lot of sites manually from one server to other.• Basic understanding of systemcenter and virtual machine manager to manage infrastructure.• Worked with Active directory domain controllers to manage the infrastructure.• Hands on experience with different mail transfer agents like Smarter Mail, Mail enable, Exim• Working experience with Spam expert as well as Mail channels to avoid incoming and outgoing spamming.• Basic troubleshooting with Hyper-V platform. Show less

Cochin Area, India

Bobcares has been synonymous with Customer Support and Services to Web Hosts since 1999. At this point, Bobcares directly manages over 3.5 million websites around the world, provides Linux and Windows administration services, and develops software for our clients.Bobcares engineers are passionate about their customers and work on a daily basis to provide unmatched service to website owners.Responsibilities:• Responsible for performing the provisioning of the new Windows & Linux… Show more Bobcares has been synonymous with Customer Support and Services to Web Hosts since 1999. At this point, Bobcares directly manages over 3.5 million websites around the world, provides Linux and Windows administration services, and develops software for our clients.Bobcares engineers are passionate about their customers and work on a daily basis to provide unmatched service to website owners.Responsibilities:• Responsible for performing the provisioning of the new Windows & Linux servers with the help of VMware Esxi that is VMware visualization platform, as per the new orders.• Installation of the Web panel or Web services & database services like Apache, Mail servers, Mysql, FTP etc. depends on the customer requirement.• Migration of the server from one hardware node to another hardware node.• Installation of different Web panels like Cpanel/WHM, Vesta CP, Plesk.• Worked with Zabbix monitoring system and implemented Zabbix monitoring system in order to increase the performance of the server.• Troubleshoot the server support and also provided Live chat support. Show less