*Support of the Virtual classroom & Learning Management system.*Supporting clients through chats, Emails & Phone calls.*Supporting the client with running the online class smoothly.*Supporting clients with audio/video or other technical issues by taking the remote access & guiding them on the call chat or emails.*Setting up of the accounts for new clients according to their requirements.*Guiding the new recruits by providing them product training & by explaining them the work flow of the product.*Collect and present weekly customer ticketing reports from Helpdesk*Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions .*Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.*Give demonstration of the product and explain it according to client's requirements.

*Troubleshooting on windows 7, Windows 8 & 8.1, Windows 10.*Resolved the escalated service requests for Microsoft Product support and services.*Resolving the issues related to network connections, no boot situations, BSOD.*Working with respect to VKB articles as per Microsoft.*Worked with Local Group Policies for Windows.*Worked with the outlook connectivity and windows mail services.*Worked with registries and services for Windows.*Troubleshooting LAN, WAN Networks, Worked on Home group sharing and networks.*Knowledge of Office 365 subscriptions. *Basic knowledge of AD.*Worked as Team Support with different Teams & helped the Agents with the escalation calls.*Co-ordinating with team leads for meeting individual & team targets.*Monitoring customer support levels towards members. Ensuring utilization of client certified tools & procedures.Ensuring compliance & confidentiality towards the process. Maintaining a balance between quality & productivity targets.*Training & motivating agents towards accomplishment of higher targets.*Ensuring adherence towards call procedures, certified tools & SLA’s.

*Managed a high-volume workload within a deadline-driven environment. Ensured that customer experience for the team is consistently above 90%, with an average of 450+ tickets in any given week and consistently met performance benchmarks in all areas (Technical Solutions, speed, accuracy, volume, and Customer Experience). *Ability to negotiate and communicate with customer in highly escalated issues.*Became the lead 'go-to' person for new reps and particularly challenging calls as one of the primary mentors/trainers of both new and established employees.*To ensure quarterly targets are met while maintaining customer experience and taking care of their IT needs.*Participate with line managers to determine focus areas for technical/Sales improvements.*Drives inbound and outbound calls, emails, and quote requests to focus on maintaining and expanding customer relationships as well as increasing conversion gains with existing and new customers.*Helped company attain the highest customer service ratings and maintained the global standard for all requirements including communication skills, listening skills, problem resolution and politeness.Completed Customer Experience training to learn ways to enhance customer satisfaction and improve productivity.*Acts as a trusted business advisor to the customer and utilizes the knowledge of Dell Services products, technology, and tools to help customers grow & thrive.*Meeting client’s and customer’s expectation while handing an escalation while keeping the company interest in mind.

*Helping the users with Activation issues*Taking the Deactivation requests after trying to retain them.*Fixing any technical issues related to the Set-Top Box.*Providing information about various Tata Sky offerings.