• 7 years of experience in customer support/production support.
• Experienced in writing SQL queries.
• Worked with customers from US, UK, AUS and APJ region.
• Experienced in working on technical projects providing support via email, chat, phone and a few help desk tools.
• Support Involved troubleshooting, analysis, finding root cause of the issue, documenting the problem and coordinating between different teams to get the issue resolved.
• Worked on manual testing of new versions of software on websites, mobile app creating test cases.
• Possess good leadership skills.
• Involved in sales activities like explaining new features/modules and promotional offers to clients.
• Worked as a promoter on social media for new features which includes answering queries/communicating with various groups, users etc.
• Got a good sense of dealing irate customers and explaining the technical terms to a non-technical person in layman's language.
• Worked in US (NY) for over 2 years handling a very busy support desk.
• Also experienced in working remotely/from home supporting clients.
• Provided data entry support in most of the projects and delivered good quality work.