Expert in providing solutions and support related to Banking Automation and Interactive Kiosks Machines.

To troubleshoot and resolve customer problems on Cybernet provided products and solution.Maintain high customer satisfaction thorough effective management of incident management life-cycle and provide ticket number for future reference.Entertain the customer queries and provide direct technical support to customer based on operation, troubleshooting, installation of CPE (customer premises equipment) and other products.To document and log all customer contacts /queries into support database.Prepare and deliver documentation of problem description and findings to appropriate escalation point. (example : log complaints highlight and escalate to concern).Take ownership of and solve increasingly complex customer issues in line with support process and policy and ensuring customer satisfaction. Customer communication handling: log and qualify issues, priorities severity, identify and communicate action plan (through phone call or email).Diagnosis: analyze issue, using sophisticated tools, own knowledge and where appropriate liaise with others to identify the cause and solution for the issue.Solution: communicate solution to client and Cyber Net team and agree action plan.Complaint ticket escalation to different departments.To keep proper record of revisit query and forward it to the respective shift incharge