Ajay Verma

• Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement • Document software support activities thoroughly, accurately, and in a timely manner • Fix software problems and test (verify) solutions prior to implementing them • Troubleshoot software and identify root causes of software problems. • Communicate high-value use cases and customer feedback to our Product Development and Engineering teams.

Handle software-related requests for assistance (problems) • Troubleshoot software and identify root causes of software problems • Analyze software related issues and propose solutions • Fix software problems and test (verify) solutions prior to implementing them

Technical Troubleshooting Technical Support Customer Support Client Handling SLA Ticketing tools like : Salesforce, Freshdesk, ServiceNow, JIRA etc SQL L1 and L2 support troubleshooting

• Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA) • Escalate tickets as and when required in a timely manner. • Communicate initial ticket expectations to employees. • Track all work and document records of action performed. • Document resolutions and update Knowledge bases with approval of Tier 1 manager • Participate in all service desk activities with a view to continuously improving service.

Work in a 24-hour shift pattern (rotating 8-hour shift with a 24x7 team) to provide Tier 1 IT support. • Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required. • Responsible for the ongoing experience of all customers/patients over the WhatsApp, phone, email, and other messaging platforms. Handle dynamic role on WhatsApp actively - provide quick responses and clearing queries and tasks in real-time.