• Own all post-sale success of customers, including customer onboarding, retention, performance analysis, renewals, and upgrades.• Communicate effectively with the Product and Engineering team on customer feedback and feature requests, further improving Customer Success processes.• Accountable for evaluating, recommending networking hardware, peripheral equipment & software.• Addressed queries regarding the Information System / Software & extending onsite support to the clients including maintenance of hardware/software support.• Involved in troubleshooting hardware and component replacement, installation, and repair work.• Investigating user problems, identifying sources, determining, testing, and implementing solutions. • Troubleshooting networks, systems besides applications to identify and correct malfunctions and other operational difficulties.

• Ensure daily productivity of over 8 hours for all scheduled agents.• Ensure an overall shrinkage [planned and unplanned] of less than 10% per day/week/month.• Ensure attrition of less than 10% per month.• Manage Call capacities to ensure effective utilization of the team.• Responsible for teams achieving Customer satisfaction scores of over 88%.• Responsible for teams achieving First Call Resolution of over 90%.• Coach and mentor agents to meet Quality scores of over 95%.• Analyze data to identify improvement areas for the process.