Vikram Singh Email & Phone Number

Noida, Uttar Pradesh, India

 Monitoring help desk system for new tickets and respond to them in a timely fashion. Answering phone calls routed to help desk. Monitoring and answering questions via online chat. Analyzing log files and client data to identify whether an issue was caused by the client or by the software. Interacting via phone, video conferencing, screen shares, online chat, social media or through other systems with clients to educate them on how to use the software and assist them with troubleshooting issues. Identifying bugs, packaging together client issues with logs and analysis and escalate them to the product and development teams. Managing the escalated issues and continue to communicate with clients in a timely fashion to inform them of progress. Escalating situations where client have become frustrated or upset. Working on ways to improve client communication and the support processes. Further implementing them.

Gurugram, Haryana, India

Facilitated the transition of trainees from training to the production environment.Led multiple projects, including new product training and audit result projects.Coordinated with product experts, auditors, team leads, and managers to come up with appropriate training.Created reference material for agents on product knowledge and CRM.Conducted the training in areas such as job-related skills, telephone courtesy, customer service skills and sales.Administered test and activities and ensure policies and procedures are in adherence.Continuously evaluated the training needs of business and making adjustments to programs.Conducted the one-on-one instruction with new hires to make sure that the delivery of the training curriculum is engaging and the environment is interactive.Random Live Call Audit back to back to spot call and work avoidance:Able to locate WILL issue of agents on call and further to put them on action plan.Coordinated with QA team to know the agent’s work behaviour on call:Able to reduce AHT (average call handle time).Provided effective resolution.Minimize call hold time.Re audited calls audited by QA team.Maintained agent and team wise performance report.Shared timely feedback and quality score to agents and respective team leaders/managers.Conducted pre-shift to discuss new updates and existing challenges.Motivated team in all the aspects to create healthy work environment.Issued Corrective Action Plan, CAP 1, CAP 2 & CAP 3.Ensure to achieve process target with compliance.Coordinated with escalation team in resolving issues with in defined TAT.

India

Audited Rogers (Canada)Tech Support calls for TV and Internet issues.Shared feedback with agents.Executed calibration session with client and managers.Maintained Audit Report.

India

(Acronis, US Process)Provided application and tech support to client on how to use Acronis application to back up and restore data in physical ,virtual & cloud environmentTrained clients through a remote session on a live backup and restore projects.Provided efficient support across all the LOB’s Email, Chat and Phone Support.Executed Backup software Installation and troubleshooting. Performed task related to disaster recovery, deployment and migration software to maintain business continuity and reduce downtime.Updated every customer concern to a satisfying experience and to improve case management with Salesforce CRM.

India

Provided functional and technical support. Troubleshoot and diagnosed hardware & software issues. Recommended hardware and software solution and upgrades using established procurement processes. Expertly helped customers installing, configuring and troubleshooting PCs and related hardware on all OS platforms. Resolved windows, virus and browser issues.

India

Initial Setup / Configured wired and wireless router with cable or DSL internet servicesInitial Setup / Configured wireless print server, network adapter, camera and gaming adapter. Provided resolution for the password related issues. Connected multiple access points.Renewed support subscription through follow up phone calls and email.Effective use of payment gateway through different mode of payments.

Noida, Uttar Pradesh, India

Monitored Complaint Resolution Cell. Performed various tasks like DTH trouble shooting, Set top box maintenance, VC paring.Part of Dealer Distributor Management, solved queries related to payments, activation and orders.Report Management.Conducted training session for dealers on product knowledge , web login portal and digital payment options.