I have been with the BPO/ITO Industry for almost 7 yrs. Most of my experience are related to Technical support. I enjoyed it most when I was with SPI for a back office position as I was just focused on processing order entries and sending emails to clients. I spend my free time watching anime and movies with my son. I love Dogs, and eating outside with my family.
International Electronics & Technical Institute College (IETI)
• Create and assign tickets to their resolving groups to fix the issue for Mastercard users.
• Perform basic troubleshooting of the user’s issue.
• Create and assign TRT (Technical Response Team) tickets to Incident Controller for any Outages or Impacting 3 or more users etc.
• Reset passwords of user’s active directory accounts, emails, etc.
• Resolve user’s issue through phone and chat.
• Troubleshoot or route Web tickets to resolve user’s issue.
• Assist VIP users to resolve their issue.
• Create and assign tickets to their resolving groups to fix the user’s issue.
• Perform basic troubleshooting of the user’s issue.
• Escalate and assign high priority tickets to major incident management.
• Reset passwords of user’s active directory accounts, emails, etc.
• Create tickets through email requests.
• Re-assign portal tickets to their respective resolving groups.
• Reply to email request sent by authors and colleagues.
• Sending author’s manuscripts and articles to Pubmed Central.
• Editing author’s profile on Wiley’ website.
• Downloading manuscripts and articles for author’s personal copy.
• Order Entry for McGraw Hill Education US.
• Providing refund for customers.
• Sending copies of their invoices.
• Providing Instructor’s copies for Professor’s.
• Order Entry for McGraw Hill Education UK.
• Sending customer’s proforma invoice.
• Directing customer’s to their respective Sales Representative in their region for Sales Enquiries.
• Providing tracking details of their parcels.
Helping companies and online stores increase traffic, lead count, sales and grow through SEO.
Search the Internet for information on a wide variety of topics.
Promote companies' products and services by developing copy for websites, social media, marketing materials.