Anita Kumari

Technical Troubleshooting/Software Installs/User Training/Support

LAN Connectivity • Problem Diagnosis/Topology /TCP/IP

Customer Service through phone & online Support

• Responsibilities: -
• Diagnose, troubleshoot and resolve the software, hardware and connectivity issues
• Like touch pad laptop, keyboard, audio, emails, no post, no boot, battery, AC adapter, Bluetooth, HDD Antivirus, Internet etc
• Track the major incidents and achieve SLA targets
• I ensure FCR % should be above of 40% and tightly working on it with team to increase FCR
• Resolving customer issues to their overall satisfaction
• Ensuring 99% SLA should be achieving and ensuring no ticket should be breach (response and resolution both)
• Generating daily/weekly Incidents closer report
• Update the call management system with accurate information
• Identifying the issue and categorizing / prioritize the incident and create a ticket on Jina one force tool and Sprinkles
• Creating child tickets and tagging them with problem ticket
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• To take ownership of user problems and be proactive when dealing with user issues
• Logging / verifying customer details
• Call-back the user and confirm resolution (where ever applicable)
• To take feedback from users and it circulate with top management teams
• I identify warranty and out of warranty equipment’s after that I have to log ticket on vender portal and provide tickets no to client on mail
• I send communication /Notification to operation management team that about the critical incident and the impact and work around
• I troubleshoot antivirus related problem and install it
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• I prepare daily, weekly and monthly reports after that I have to circulate it with senior department
• I handle more then 100 people of team like client ,vender, technical team and different people of project
• Other Roles
• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75 % first call resolution ratio and an average talk-time of 5-5 minutes
• Handling L1 escalations on urgent basis
• Prepared reports that document security breaches and the extent of the damage caused by the breaches
• Organizing daily and weekly meeting with the Service Management
• Incident Response and Change Management
• Responsible to filter unwanted data & perform Basic Device troubleshooting
• Provide day-to-day support to the Service Control Manager and Head of Service Management with reporting activities
• I provide training new employees including product knowledge, customer communications and internal systems
• Maintain detailed records of conducted, participant lists, feedback, follow up activities etc
• To resolve the technical queries on Android and iOS version of users related online payment transaction via email, phone call and different business group on WhatsApp, Instagram, Facebook
• Telegram etc
• I attend reviews meeting with seniors’ team
• I provide leadership and direction of team member and I assign work to them
• I monitor team performance and report to concerns team
• I hire new employees whenever required and I provide training about company’s product
• I maintain attendance sheet of team and I provide approval for salary
• I handle escalation of users and try to resolve the issue asap whenever it required
• To monitor and reply on the google review of user’s comments, suggestions, feedbacks and complaints on across social media platforms as well as to review of photos
• Video and status of users on application
• To organize employee shift and schedule
• I have good knowledge of Social Media platforms and different applications like android and Ios version
• Strong work ethic - ability to work on multiple projects at once, sometimes under pressure and tight deadlines
• Working closely with the manager to lead staff
• Assisting customers whenever necessary
• To Complete tasks assigned by the general manager accurately and efficiently
• To provide day-to-day support to the Service Control Manager and Head of Service Management with reporting activities
• Maintain detailed records of conducted, participant lists, feedback, follow up activities etc
• To Responsible for all clients’ relationship for monthly reviews and commitments
• I prepare monthly reviews and weekly reports and circulate it with senior management team

• Co-ordinating the schools teacher’s about Digital-Edge programs ,Time to time organised teachers training in group as well as individual about new arrival softwares
• Provide online demo to client’s regarding company’s software like Learnext , next studio , Mathlab, secience lab ,English lab etc
• I prepared participants score sheets as well as maintain details records like feedback and activities lists
• I worked with different remote access tools like Team viewer ,Ammy Admin,Aero etc
• To raise the complaint regarding windows(window 7,XP Linux ) antivirus, patch files , harddisks , CPU, UPS, Speakers and to track Vendor to till resolve issues
• Checking and updating the latest software and antiviral definition files on Server and Desktops also updating all the security patches.