Team Leader (customer service) for one of the clients on online data storage software (Egnyte) with prime responsibilities of
Resolution of customer queries and grievances through emails and inbound support calls; making outbound follow up calls and use Go-to-meeting (online meeting software) for troubleshooting and resolution of problems.
Testing of various features of the software and report bugs to the team of software developers.
Performance monitoring of team members to ensure maintenance of service levels with the aim of maximizing client and customer satisfaction.
Also involved in the training of new recruits to ensure parity in terms of product and process knowledge among team me...
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