-Collaborating closely with cross-functional teams to seamlessly integrate AI-driven features into the platform's ecosystem.-Continuously researching and implementing cutting-edge AI technologies to stay at the forefront of innovation.-Designed and implemented a responsive front-end using React to ensure a seamless and engaging user interface.-Developed a user-friendly feedback modal component, significantly enhancing user interaction and feedback collection.-Established a robust back-end infrastructure using Node.js and Express.js, optimizing data management and system reliability.-Leveraged MongoDB for efficient database management, ensuring data integrity and accessibility.-Successfully deployed the application to a cloud server, making it accessible to users worldwide.-Implemented secure user authentication and authorization protocols to safeguard sensitive data.-Contributed to the development and publication of company's private npm packages, promoting code reuse and modular development across projects.

Customer Interaction:-Responded promptly to customer inquiries via phone, email, and chat, ensuring clear and concise communication.-Built rapport with customers, establishing trust and understanding their unique needs.Technical Troubleshooting:-Diagnosed and resolved complex technical issues related to hardware, software, networks, and telecommunications services.-Utilized various troubleshooting tools and techniques to identify root causes and implement effective solutions.-Escalated unresolved issues to appropriate teams, ensuring timely resolution and minimizing customer impact.Technical Support:-Provided expert guidance and assistance to customers, walking them through troubleshooting steps and resolving technical problems.-Explained technical concepts in simple terms, ensuring customers understood the solutions provided.-Empowered customers with self-service resources and knowledge, enabling them to resolve future issues independently.Documentation and Reporting:-Meticulously documented customer interactions, technical issues, and resolutions in the company's CRM system.-Generated reports on customer satisfaction, issue trends, and resolution times, contributing to continuous improvement initiatives.Collaboration:-Worked closely with cross-functional teams, including network engineers, field technicians, and account managers, to ensure seamless service delivery.-Participated in team meetings and knowledge-sharing sessions to stay abreast of industry trends and best practices.Additional Skills and Expertise:-Extensive knowledge of Lumen (CenturyLink) products and services.-Proficiency in troubleshooting network connectivity, internet, phone, and TV issues.-Excellent communication and interpersonal skills, with a focus on customer satisfaction.-Ability to work independently and as part of a team in a fast-paced environment.-Strong analytical and problem-solving skills, with a focus on root cause analysis.

Customer Support:-Provided technical assistance to customers via phone, email, and chat, ensuring prompt and accurate resolution of their issues.-Troubleshooted and resolved technical problems related to software applications, hardware malfunctions, and network connectivity.-Escalated complex issues to higher-level support teams or subject matter experts as needed.-Documented customer interactions and resolutions in the company's ticketing system.Technical Expertise:-Demonstrated in-depth knowledge of Mphasis's supported software applications and platforms.-Maintained up-to-date knowledge of industry best practices and emerging technologies.-Utilized various troubleshooting tools and resources to diagnose and resolve technical problems efficiently.Collaboration:-Worked collaboratively with team members to share knowledge, troubleshoot complex issues, and provide seamless customer support.-Communicated effectively with technical and non-technical stakeholders to ensure clarity and understanding.Process Improvement:-Identified areas for improvement in support processes and procedures, proposing and implementing solutions to enhance efficiency and customer satisfaction.-Contributed to the development of knowledge base articles and training materials to empower customers and colleagues.Additional Skills:-Strong analytical and problem-solving skills.-Excellent communication and interpersonal skills.-Ability to work under pressure and meet deadlines.-Adaptability and willingness to learn new technologies.-Customer-centric approach with a focus on delivering exceptional service.