Sonali Sharma Email and Phone Number

• Remotely troubleshooting the Enphase Products, by using Mobaxtream.• Handling tier2 and ensemble cases, providing global support to customers (US, UK, AU, and EMEA)• Handling cases and coordinating with Engineering and development team to resolve the issues asap.• Conducting training for new team members• Creating Jira tickets on complex issues and following up with the engineering team for fast resolution.• Answering complex queries on the Enphase… Show more • Remotely troubleshooting the Enphase Products, by using Mobaxtream.• Handling tier2 and ensemble cases, providing global support to customers (US, UK, AU, and EMEA)• Handling cases and coordinating with Engineering and development team to resolve the issues asap.• Conducting training for new team members• Creating Jira tickets on complex issues and following up with the engineering team for fast resolution.• Answering complex queries on the Enphase community page. Show less

-Helping team members clear their process-related doubts.-Feedback on product and process improvement to Team Leader.-Auditing transfer calls, D-sat calls, and weekly calls of team members andsending reports for it to team lead and agents.-Handling escalations callbacks (supervisor calls)for the team.-Arranging callbacks from the concerned team for issues related to theirdepartment. like (sales, technical, business, or enterprise… Show more -Helping team members clear their process-related doubts.-Feedback on product and process improvement to Team Leader.-Auditing transfer calls, D-sat calls, and weekly calls of team members andsending reports for it to team lead and agents.-Handling escalations callbacks (supervisor calls)for the team.-Arranging callbacks from the concerned team for issues related to theirdepartment. like (sales, technical, business, or enterprise inquiries)-Checking team cases on daily basis and guiding them on any furtherescalation if required.-Sharing updates with team members and getting from clients.-Informing clients of any issues related to the agent's tools. Show less

-Dealing with clients of various regions (US, UK, AU,etc.)-Assist clients with inquiries concerning product navigation, content,research advice, billing/account administration, and first-line technicalsupport.-Ability to listen, empathize, and effectively handle challenging customers in aprofessional and pleasant manner.- Interacted with the customer regarding the various issues of the company’s products and gave resolutions.-scorer of good CSAT% &… Show more -Dealing with clients of various regions (US, UK, AU,etc.)-Assist clients with inquiries concerning product navigation, content,research advice, billing/account administration, and first-line technicalsupport.-Ability to listen, empathize, and effectively handle challenging customers in aprofessional and pleasant manner.- Interacted with the customer regarding the various issues of the company’s products and gave resolutions.-scorer of good CSAT% & NPS% with efficient quality. Show less