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概要
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htmlbodypExperience in documenting requirements and creating functional specifications. Timely deliverables of the commitments. Acting as a relay between development team and clients. /p/body/html
工作经历
Business System Analyst
Conduct Meetings with customers to document requirements to fulfill theirbusiness and operational needsCreate Functional SpecificationsOnce the feature is developed validate the functionalityConduct in-house training of Techincal Support/Onboarding/Sales Team
Business Systems Analyst
-Conduct Meetings with customers to document requirements to fulfill their
business and operational needs
-Create Functional Specifications
-Once the feature is developed validate the functionality
-Conduct in-house training of Techincal Support/Onboarding/Sales Team
Technical Support Engineer
Provide Level 1 Suppor to the customers over the Phone, Chat, and EmailLog all the incidents in the Ticketing System and follow up on the escalatedissuesHold a live meeting with the customer to troubleshoot the bugs and report toLevel 2 if requiredDocument knowledge in the form of knowledge base tech notes and articlesMaintain overall ownership of client’s issues and service, ensuring that theyreceive resolution within a committed SLA
Technical Support Engineer
Provide initial assessment of urgency and business impact on all support helpline calls and emails
Record internal and external client service requests, incidents and change requests into system and communicate ticket ID to client for their follow up
Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Maintain overall ownership of client's issue and service, ensuring that they receive resolution within a committed SLA
Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
Record incident resolution in system and communicate to all stakeholders
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Document knowledge in the form of knowledge base tech notes and articles
Technical Support Lead
Providing Level 2 Support to the Clients through Enterprise level Distributed monitoring Solution and troubleshooting of Errors and Escalation of those errors to Level 3 Support.
Providing support to the client through Issue tracking software/Customer Support Portal like JIRA or SysAid
Monitoring and troubleshooting Network Errors
To update all help and instruction manuals and guides
To ensure communication bridge between all internet provider vendors
To endure team readiness in all technical support aspects, including
monitoring and coaching of team members
Ensure team adheres to organizational processes and guidelines
Customer Support/Sales Coordinator
Providing support through online communication with clients
Email marketing through mailshots
Writing Content For Websites
Designing Presentations
Designing Social Media Posts
Managing WordPress Websites
Email Support Executive
Providing support through online communication with clients
Email marketing through mailshots
Assist the financial team in encoding budget reports
Searching online for a price and specifications of a particular product
Managing purchase orders and invoices from international clients and
suppliers
