· Troubleshooting, resolving all technical & non-technical issues related to software.
· Handle chat, email & remote desktop access support process
· Attend customer queries related to the product features and provide them with satisfactory assistance.
· Testing & Analysis of all products & services
· Identifying any bugs/issues in the system and assisting in their resolution
· Focusing on customer retention in cases of cancellations.
· Recording, tracking & reporting problem activity
· Handle escalations for post installation issues.
· Creating FAQ/ documentations related to product training & support
· Track the nature of various end user requests to see what issues might be the most common, and ensures all
technical areas of concern are handled adequately.
. Attend customer’s calls and assist them in resolving issues regarding the product/service