Israt Miyava

Onboarded for Partner Care Support to assist global customers.

• Partner care support: The key work was to address the issues faced by the customers, partners, and resellers. Moreover, coordinating with the team members to resolve the issues, and accordingly helping the customers and clients to understand the Sophos products.
• Working with Salesforce, JIRA, and Genesys applications. Consistently and timely providing valuable and appropriate information to customers and clients via an authenticated SaaS-based application. It’s a crucial task, as the issues normally faced by customers are related to setting up their firewall, endpoint, and resolving server errors.
• Case creation. The continued support was frequently provided to the customers through calls, emails, and chat. Moreover, based on the grievances of customers, continuous follow-ups were taken from the technical team, global escalations team, and sales team to get the issue resolved.

Job Roles:

• Providing support to authorized customers by resolving the detected issues.
• Coordinating with the technical team, licensing team, and channel account managers to provide extended support to the customers.
• Prioritizing solving the frequent issues related to cybersecurity products by wisely managing and achieving SLAs and quality.
• Taking inbound calls and chats, and handling escalations.

SSKB Strata Management: Coordinate with the Account Managers in assisting them with emails and calls.

Job Roles:

• Drafted and distributed detailed agendas for AGM, EGM, and SGM meetings.
• Preparing the draft minutes and the minutes of the meetings.
• Distributed meeting notices and minutes via Bcmax.
• Managed Trmax charges for building service provisions.
• Acknowledged nominations from committee members.
• Prepared and delivered comprehensive daily reports.

Billing wholesale NZ customers. The work was assigned to channelize the services on the equipment's bills and monthly services (data, calling, etc.) Of the wholesale customers.

• Coordinated cross-functional teams to streamline processes and improve efficiencies.
• Managed the complete installation and removal of services.
• Conducted weekly client calls, providing updates on ongoing cases.
• Created comprehensive monthly summaries of work activities.

Working with CRM, Microsoft Teams, Salesforce, and other online portals. Efficiently managing the online portals available for tracking the orders, providing services, and assistance to customers via colleagues in a timely manner.

• Providing support through emails and calls. For extended support, I helped the onshore colleagues via emails, Skype, or Microsoft Teams calls.
• Provided training.