VIKRAM PGC

• Worked on multiple projects viz., Maybelline, Essilor, Heineken, L'Oreal, Garnier, Chanel, etc.,
• Handling the clients globally from Asia-Pacific/UK/US regions on call/chat/mail and providing support on 24/7/365 basis.
• Having hands on experience in Sitecore CMS, Salesforce Commerce Cloud, Hybris Backoffice.
• Worked with project managers, developers, quality assurance and customers to resolve technical issues.
• Worked with development teams to correct problems and run test scenarios.
• Incident Driver - Drive & Facilitate task forces for business critical and Priority 1/ Priority 2 incidents
• Primary focuses on to drive restoration of high priority Incidents that have direct impact on the client's business; to lead and ensure ownership, communication and progress to completion.
• Monitors the Incidents and manage workload in their respective queues to ensure that Service Level Agreement (SLA) and Operational Level Agreement (OLA) are respected
• Responsible for evaluating and on boarding new projects. This may include but is not limited to resource scoping, Service level agreements, customer facing meeting and agreement upon processes.
• Provided technical support using knowledge of complex technology to solve problems and support new projects.
• Updated job knowledge by studying state-of-the-art development tools and programming techniques and participating in educational opportunities.
• Conducts knowledge transfer to team members and trainings for newly joined members.
• Tracks all requests/tickets (raised by client) until successfully resolved as agreed in SLA timelines.
• Managed technological issues for assigned projects, increasing customer satisfaction ratings.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Monitored systems in operation and quickly troubleshot errors.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted with updating technical support best practices for use by team.
• Managed high levels of call flow and responded to technical support needs.
• Responded promptly to incoming sales leads and requests for technical support.
• Monitoring the daily cronjob tasks and informs the development teams in case of emergency.
• Collaborates with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors.
• Providing different reports on Daily/Weekly/Monthly basis for various analyses and marketing team purpose

Logging tickets for all the customer related queries communicated via Telephone or Mails by maintaining the TAT (Turnaround Time).

Provided first line support for customer inquiries, problems and requests.

• Implemented technical solutions to solve customer issues and increase satisfaction.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Monitored systems in operation and quickly troubleshot errors.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Worked in different projects like 2-Degree - New Zealand, INOX IVR - Pan India, GP-Bangladesh, MTN-Nigeria, Mobitel-Sri Lanka, Reliance USSD - Pan India, Aircel - Pan India etc.