Feb 2023 – Mar 2025 · 2 yrs 1 mo · India · On-site

• Actively monitored the queue and assigned tickets to the Team, ensuring timely resolution.
• Collaborated with users/clients to understand their requirements and connected video conferences via Teams and Blue Jeans.
• Assisted clients with technical queries related to conferences and rooms, providing efficient solutions.

Jul 2022 – Mar 2023 · 8 mos · Bengaluru, Karnataka, India

• · Act as conference operator for high profile calls.
• · Supporting Video Conferencing calls.
• · Co-ordinate preventative maintenance to AV equipment.
• · Answering hotline calls related to technical issues of the users ranging from local desktop to applications and AV requirements. Responding to email and Service requests for audio conference bookings.
• · Troubleshoot AV / Event related issues during set up or during the actual call, as and when it arises
• · Escalation when problems persist.
• · Promote and adhere to the Company’s policy and procedures.
• · First line trouble shooting if problems are reported – using diagnostic techniques.
• · Translate user requirements to system for event execution.
• · Remote setup and tear down of Audio Visual events including VCs as per the user requirements.
• · Supporting the client in the use of AV Systems.
• · Running metric reports
• · Any other responsibilities as requested by the lead and / or any designated member from the team.

Feb 2021 – Jul 2022 · 1 yr 5 mos · Bengaluru, Karnataka, India

• Answering customer queries through outbound calls and emails.
• Process customer requests (orders, provisioning, Post activations, billing)
• Provision and management of Consumer and Small Business- NBN Orders
• Booking of NBN and Telstra appointments for customers
• Remediate the fall out as per the Order remediation guide.
• Ensure compliance adherence and timely completion of milestone
• Effective communication on order status to Customers/Stakeholders
• Effective communication with other business units to obtain the required information to successfully manage the Customers order
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
• Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guideline
• Take Ownership of and always keep customer commitments
• Seek support and guidance if required
• Demonstrates resilience and flexibility to change
• Answer customer enquiries to appropriate area when necessary.
• Meet prescribed customer service standards and performance objectives

Jun 2019 – Jan 2021 · 1 yr 7 mos · Greater Bengaluru Area

• · Answering hotline calls related to technical issues of the users ranging from local desktop to applications and AV requirements. Responding to email and Service requests for audio conference bookings.
• · Act as conference operator for high profile calls.
• · First line trouble shooting if problems are reported – using diagnostic techniques.
• · Translate user requirements to system for event execution.
• · Remote setup and tear down of Audio Visual events including VCs as per the user requirements.
• · Supporting the client in the use of AV Systems.
• · Supporting Video Conferencing calls.
• · Co-ordinate preventative maintenance to AV equipment.
• · Troubleshoot AV / Event related issues during set up or during the actual call, as and when it arises
• · Escalation when problems persist.
• · Promote and adhere to the Company’s policy and procedures.
• · Running metric reports
• · Any other responsibilities as requested by the lead and / or any designated member from the team.

Mar 2018 – Mar 2019 · 1 yr · Bengaluru, Karnataka, India

• Experience in managing support requests through a ticketing system (Zendesk), using clear and detailed communication.
• Ensuring courteous, timely, and effective resolution of end-user issues.
• Issue refunds and bugs, creating orders and cancel membership and subscription as per the customer’s request.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, actions taken, and final resolutions
• Apply diagnostic utilities to aid in troubleshooting
• Working within a queue-support model with specific daily targets on the number of customer contacts completed.
• Ensure that all issues are escalated as needed to appropriate internal departments and management.
• Anticipate customer’s next question where applicable.

Sep 2017 – Mar 2018 · 6 mos · Bengaluru, Karnataka, India

• Providing technical support to the end users (Airtel) with the issues on their routers and modems.
• Troubleshoot account related issues.
• Up selling products and plans to the customers.
• Answer to inbound calls and provide apt resolution to the end user within the standard call duration.
• Achieving FTR (first time resolution) wherever possible.
• Actively Contributing to process improvement.