Vishal Sharma

Innovative Technical Support Specialist with 4 + years of exp in B2B and B2C market. I help companies identify the issue customer experiencing with Cloud base software and hardware and testing software and firmware. My presentation skill help to understand the issue and provide resolution to the clients. I lead a team presentation. 

My job responsibilities are

Serving International clients with single stop solution by remote technical assistance with Cloud based software and hardware like Printers, Laptops, Desktops.

Using remote access to troubleshoot MAC and Windows operating system.

Manual Testing firmware, quickly learn new product release, regulations and technologies
Co- browsing with Clients and resolve issue with Emails, chats and Calls.

Reporting Bugs in CRM tools and update teams accordingly.

Liaise with other departments in order to resolve any escalated issues.

Trouble shooting with Java and Tom cat software.

Ensuring customer satisfaction by providing the best possible resolution and performing linear and logical troubleshooting.

Maintain a backup and restoration plan for restoring the SLA incase any Sev 1 ticket is opened .

Reviewing the key performance and regular ticket audits of mentees to ensure the ticket quality.

Proper monitoring and regular follow-up of tickets to meet the FCR and FLR targets
Highly responsible to handle Customers escalations via chats, Email, phone and other contact mediums. 

Escalation management tracker to be maintained centrally.

Dynamic Tickets monitoring to maintain issue trackers.

Innovative Technical Support Specialist with 4 + years of exp in B2B and B2C market. I help companies identify the issue customer experiencing with Cloud base software and hardware and testing software and firmware. My presentation skill help to understand the issue and provide resolution to the clients. I lead a team presentation.

Final year of bachelor of arts. I am completing it from distance education.