My role in Convergys was for Microsoft process, where I was required to troubleshoot issues relating to Windows 7,8,8.1 and 10. Few more responsibilities are listed belowResolve the issues related to Windows updates, Printers, Activation, and networking, findout the root cause of the issue by guiding the customers over the phone or by takingremote access of the customer's computer.• Achieving metrics set depending on business requirements.• Participating in the technical triages held and finding possible solutions for emergingissues.• Escalate cases which are more complex to solve to respective team.• Create bugs based on errors found through the tickets raised by end consumers.• Follow SOP and KB article for troubleshooting.• Withheld policies set by Microsoft.

As this was my first job this role planted the foundation to me in customer satisfaction, inventory management, workforce management, facility management etc.As I was enthusiastic and quick learner, I had given many responsibilities that spanned beyond the role I was assigned.It was a pleasure working there even though their policies towards employees were quite shady.