• Provide support to customers and monitor their day-to-day reports to ensure smooth transition of their life cycle with the organization.• Assisting customers in implementation of the software into their source code.• Assisting them with web iframe, SDK (iOS and Android), API integration of our user interface.• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.• Testing software, identifying bugs and improvement areas and reporting them to Development team.• Responsible for completion of ad-hoc projects assigned by Management and Board.• Analyzing customer data and sharing with concerned Customers to improve the overall experience of their customers.• Use statistical methods to analyze data and generate useful business report• Work with management team to create a prioritized list of needs for each business segment.• Work with other department managers to outline and strategize business method analysis projects.• Analyzing information and processes and developing more effective or efficient processes and strategies.• Establishing and achieving business and profit objectives• Maintaining a clean, tidy business, ensuring that signage and displays are attractive.• Process cases in a timely manner to achieve agreed productivity and quality targets (as amended or notified from time to time) on all the tasks worked. When pre-authorized and requested, work additional hours to meet peak volumes.• Demonstrate the ability to balance priorities and manage multiple tasks simultaneously.• Remain up to date on the Process Updates and ensure 100% Quality is being delivered to the customer. Also with current and emerging technological trends to ensure business expansion.• Support Leadership Team in all the process initiatives and strive for Process Improvement.

Research and identify solutions to software and hardware issues.Diagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients research and identify solutions to software and hardware issues

• Conducting research, surveys and interviews to gain understanding of the business analyzing statistics.• Detecting issues and investigating ways to resolve them.• Accessing the pros and cons of possible strategies.• Compiling and presenting information orally, visually and in writing.• Making recommendations for improvement, using computer models to test them and presenting findings to client.• Implementing agreed solutions.• To maintain service level with quality parameters.• Working in close coordination with Client to ensure all SLAs are met.• Working in close coordination with Client Coordinator to ensure any issues are resolved on a timely basis.• Conduct Conference calls with the client.• Be in regular email contact and ensure all problems are ironed out on a timely basis.• Identify, facilitate and implement process improvement ideas to improve efficiency.• Handling a team of 5-7 Team Leaders• Maintained schedule for production and prioritized work.• Analyzed operations and identified risks and provided support for same. • Coordinated with regional managers and ensued compliance to all company processes. • Ensured compliance to all company procedures and quality assurance.