Senior Technical Support Engineer
CONVERGYS INDIA SERVICES Pvt. Ltd.
Pune
02.2019 - 11.2020
- Delivering high quality service to Microsoft Enterprise customers by solving complex technical problems and helping to proactively prevent new issues
- Determining problem and narrow to a specific component while managing the customer’s expectations for resolution
- Applying expertise to resolve more than one issue at a time
- Collaborate across teams and technical product issues leveraging global resources as needed to resolve customer issues
- Developing workshops for colleagues, aimed to help them ramp with new technology
- Attend weekly team conference calls to discuss top issues, open cases and information sharing practices
- Providing solutions using the latest Microsoft technologies
- Learning about new technologies, products and tools which can help find a solution for a specific customer problem
- Identifying if customer problem is caused by product defect and if so, make the product team aware by filing a bug report or a design change request
- Providing the Telephony support and Remote support to field Engineer for the Critical calls
- Critical service calls support for above products
- Handling all Major and corporate customers working on Exchange On-premises and Exchange Online
- Coordinating and handling the team for all activities
- Conducting Training programs for all Engineer and office staff
- Office 365 Administration and maintenance
- Worked on Teams Team as an Enterprise engineer.