Manage customer support infrastructure and team.Support cloud & on-premise deployments and upgrades.Manage customer support resources: Help center, Community and customer facing documentations (i.e. user guides, articles and manuals.)Analyze support trends and execute active/proactive action plans. Perform root cause analysis and escalations analysis on a weekly/monthly basis.Manage end-user communication on releases/new features and known issues.Work closely with engineering and product development teams to address recurring technical issues and implement solutions.

Provide remote troubleshooting and technical support to cloud and on-premise customers. Provide proactive and reactive support on software and supported hardware such as HoloLens 2, Microscope, iOS/Android and Windows devices. Manage all customer interactions through Live Chat, Phone calls and Emails. Document all activities in the ticket tracking/support application (Zendesk.) Identify and escalate bugs to the development/ engineering team using Jira. Incident management through escalations and internal follow up using Slack. Create and manage user manuals/guides, videos, knowledge base articles and release announcements. Provide quality assurance through testing of new features/updates before deployment. Provide customers’ interaction reports to CSMs and Management on a monthly basis. Troubleshoot third party issues and escalating on customers behalf to Microsoft, Apple and Google, as required.Smoke test and validate new builds before releases.

 Delivering remote installation, configuration, and administration for new Cloud and On-premise customers Providing remote trouble-shooting and technical support to customers Providing timely follow-up for customer download, sales and support requests Providing pre-sales demonstrations and technical support Documenting activities in the ticket tracking/support application Escalating support calls to Tier 3 or the developer team as required Creating training materials, videos, and Knowledge Base articles Assisting in testing and documentation of installing and configuring Integration Server for Exchange, GroupWise, and supported CRMs including Salesforce, SugarCRM, Oracle CRM On Demand, Microsoft CRM, and others

Assisted clients with utilizing core software and all integrated pieces.Troubleshoot any issues clients encountered with the software and supported hardware.Interacted with clients through call, chat and email interfaces.Trained users on utilizing core software and all integrated pieces.Resolved issues encountered with the software and supported hardware via calls, chats and email interfaces.Created knowledge base articles for internal use.Resolved issues with supported payment devices (POS machines) and printers.

 Troubleshoot and resolved technical issues over the phone Logged cases accurately in company software Educated customers on the use of products and services Escalated when necessary to tier 2 support and third-party groups Ensured customer satisfaction and retention

Volunteer

Business Development OperationsDirect Sales to Corporates and IndividualsOnline Marketing and Sales Presentations, Demonstrations and NegotiationsClients Setup and Support

Defined the scope of projects to be taken. Monitored the project according to project plan and gave detailed progress report to the HOD. Analyzed the prospect for potential new clients to increase business. Participated in industry functions, such as conferences, provided feedback and information on market and creative trends. Worked with technical team and other internal colleagues to meet customer requirements. Sourcing prospective clients. Consulted with clients to identify processes that needed automation. Managed customer relations by maintaining relationship with clients, as well as liaising between client and Software Development Team. Organized bids, tender Preparations (RFIs & RFQs) and negotiate with prospective clients.

Assisted in strategy formulation on potential businesses. Analyzed, developed and supported the new and existing businesses on the electronic payment platform. Liaised with banks on the generation of necessary Merchant codes. Communicated with Portal Providers on fee structure, integration and other relevant parameters and communicated same to the Operations and Technical Team, ensuring proper implementation of processes. Coordinated with operation team on Merchant Set up for Pay outlet, Web Connect and Mobile Money (PocketMoni) after successfully communicating with the merchant(s), Portal Providers and the Lead/ Participating Bank(s). Monitored the portal integration Process to the platform and ensured the communication on status to concerned portal providers. Created Merchants as users on the Console to enable them view report of transactions. Initiated weekly departmental reports and provided the feedback to Management. Organized and sent the financial reports of Merchants to the Accounts Department. Followed up on reconciliation and settlement issues, and communicated the status to the concerned parties. Made periodic calls to existing customers to confirm their contentment with the services of the company. Generated proposals and prepared presentations for meetings, industry exhibitions, seminars and conferences.

Legal duties• Collated articles and information according to project specification• Assisted in managing logistics for Management and Board Meetings• Issued reminders and collate Departmental reports for presentation at Management meetings• Managed interface between the Legal/HR department and other departments within the organization• Initiated drafts of Service Level Agreement and Participating Bank Agreement• Attended meetings with the company’s external Attorneys and other external legal persons• Carried out any other responsibilities as maybe assigned from time to time.Human Resources• Collation & Assessment of Employment Requisition• Oversee induction processes• Evaluated performance of induction processes• Reviewed staff references, qualifications, and work experience profile• Collated appraisals for staff probation period• Review of Staff KPI• Updated staff records • Planned training programs• Coordinated development of leave roster• Collated individual leave requests & communicated approval• Received disengagement notice & verified employee records• Reviewed staff files & prepared responses• Forwarded response to user & updated staff files