Chaitra R

• Serve as the primary point of contact for clients, providing technical support via email and chat channels.
• Diagnose and troubleshoot hardware and software issues for a diverse range of products, software applications, and cross-functional teams to escalate and resolve complex technical issues efficiently.
• Document and maintain detailed records of customer interactions, technical issues, and resolutions.
• Proactively identify opportunities to improve processes and procedures to enhance the overall customer support experience.
• Assisted customers with technical inquiries, product installations, and troubleshooting of hardware and software issues.
• Conducted remote diagnostics and resolved technical issues in a timely and efficient manner to meet service level agreements (SLAs).
• Providing training and assistance, and working on the internal QC.

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Working on unified Ticketing tool.
• Solving the queries related to Business Telephone Lines.
• Working in different Switches using commands (DMS,5ESS,etc…).
• Working on call trapping and related to long distance International calls Hands on Experience of TDM VOICE(PRI,Business lines,TechPath,POTS)like checking the translation,Routing,Long distance/Internationals and Local Services Troubleshooting.
• Hands on Experience of TRANSPORT part which includes switch state of the different
types of switches.
• Troubleshooting on the T1 related Circuit like intrusive Test on DACS/MUX. Performance Monitoring of the CKT and Many more .