Philippines
• Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines. • Configure according to best practices, review the design, and evaluate the efficiency of the recommended solutions. • Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution. • Thoroughly test configuration before declaring configuration to be complete. • Develop stable working relationships both internally and with customers. • Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
• Provide support for all technical queries from customers related to Zendesk’s multi-product platform via live Messaging as primary support channel, as well as providing resolution for technical issues escalated by the Customer Advocates. • Handle critical escalations. • Swarm with less experienced colleagues using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity.
•Answer all questions related to Zendesk and escalate when necessary. •Educate and empower our customers to become better Zendesk users. •Own the customer experience and work to exceed their expectations. •Proactively look for solutions to problems and propose improvements if something could work better.
• Monitoring and handling events on the infrastructure. • Communicate planned outages and service windows to stake holders • Troubleshooting global network issues in cooperation with network providers. • Developing and maintaining support documentation and participating in relevant projects.
• Handled Incident and Request Tickets • Supporting user thru emails and phone • Use Active Directory to Create or Terminate users access • Use Microsoft Exchange server to create user’s email • Handled Software and Hardware Issues • Handled Blackberry Account Creation and Termination • Supporting Internal Employees • Provide 1st level Support • Performed basic troubleshooting before escalating the ticket to the next level of support • Part of Software Asset Management Support o Monitor and deploy software licenses thru SCCM
• Part of Knowledge Acquisition/Transfer/Transition of Maersk Account in TATA. • Pioneer Wave • Provide Technical Support to Users • Handle issues related to User Technical issues ranging from Simple PC Related problems to Application related issues. • Provide support to remote users (using Remote Connectivity Tools) • Worked using Active Directory