◾ Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network.◾ Ability to provide appropriate level of support and guidance with FIS applications and procedures◾ Provides effective support in a 24X7X365 production environment via Phone and Email.◾ Utilizes soft skills and troubleshooting skills to resolve client issues and questions.◾ Knowledge of basic problem resolution and escalation practices.◾ Maintains passwords, data integrity and file system security for the desktop environment.

Responding to customer escalated emails and phone calls.Using customer service skills to effectively answer customer issues.Expressing flexibility to troubleshoot problems and provide solutions.Able to communicate and present these trends to managers to push for a resolution.

◾ Respond promptly and professionally to incoming customer inquiriesthrough online chat & calls.◾ Maintain an updated knowledge of the organization's products,services, and customer service policies.◾ Explain simply and clearly in response to customer questions and checkfor customer understanding and acceptance◾ Establish and maintain good rapport with customers by using positivelanguage and anticipating their needsACHIEVEMENTS:🔹 Elevated to the top-most bucket of Rankings by becoming a PermanentSWAT member for India, North America and Australian operational unitsto effectively support through international calls, chats and emails whenin need.🔹 Achieved best RAP for the week all over site level🔹 Assigned as SME (Subject Matter Expert) for 2 team