Senior Technical Support at Nuron Networks India Pvt Ltd. (2021-01 – 2025-09)
A dynamic networking organization, outsourcing provider of managed security, network infrastructure and telecommunications for IT & domestic applications.
- Reviewing system logs, and performing various diagnostic tests to identify the root cause of the issue and raising tickets accordingly in the CRM
- Configuration Analysis: Network configurations, such as IP addresses, DNS settings, and routing protocols, are checked to ensure they are correctly set up and functioning as intended
- Isolating the Problem: Isolating the root cause of the issue. This will require analyzing network configurations, checking hardware components, and assessing software settings to determine where the problem lies
- Hardware Inspection: Physical hardware components, including routers, switches, cables, and network adapters, are inspected for potential faults or failures
- Collaboration and Communication: Network troubleshooting often requires effective communication between IT professionals, as well as coordination with various teams to resolve complex issues
- End of the process: Raising tickets for troubleshooting is an integral part of effective technical support, as it provides a structured and organized approach to resolving issues and ensures that users receive timely and appropriate assistance
- Chat Process: Engaged in the chat process, where responsibilities include maintaining a daily track of helpdesk, nodal, and appellate emails, and responding promptly to assist customers with their issues and solving the customers issues with solution
- Partner management: Key aspects of partner management include identifying and onboarding strategic partners, establishing clear communication channels, addressing challenges and collaboratively developing and executing joint initiatives about company norms and procedures
- Management Information System: In between, will handle partner queries, including those related to plan prices, OTT services, migration, payment links for renewals and refunds, billing issues for effectively ensuring smooth operations for the customer and management
Customer Service Advisor at Major Brands India Pvt Ltd (Retail) (2019-01 – 2021-01)
A fashion-trends-oriented company that helps its clients work towards their fashion goals by providing related products and services.
- Managed over 120 exclusive international brands with outlets across India, addressing client queries over calls, and maintaining CRM ticketing to effectively drive sales in the fashion industry
- Order Processing: Assist customers in placing orders, processing transactions, and handling payment-related queries. Track and update customers on the status of their orders, including shipping and delivery information
- Returns and Exchanges: Handle returns and exchanges professionally, guiding customers through the process. Resolve issues related to damaged or incorrect items, ensuring a positive resolution
- Customer Inquiries: Respond to customer inquiries via various channels, such as phone, email, and live chat. Address customer concerns, complaints, and feedback promptly and effectively
- Complaint Resolution: Handle customer complaints professionally and empathetically, working towards satisfactory resolutions
- Fashion Trends Awareness: Stay updated on current fashion trends and be able to suggest suitable products based on customer preferences
- By fulfilling these roles effectively, Customer Service Advisors contribute to creating a positive brand image, fostering customer loyalty, and driving sales in the competitive fashion industry
