Provided over-the-phone technical support to several distribution channels and call centers; resolved technical and procedural issues relating to the installation of core products. Managed ordering, activating, troubleshooting, upgrading, compass inventory, user permissions, SIM card, IVR problems, and billing processes.
- Analyzed logging and tracking of complex software and hardware issues of networking connectivity and application to meet business needs.
- Performed SQL queries in wedat/ Oracle to resolve several technical issues including profile, access control, billing, transaction, and point of sale.
- Monitored all inbound and outbound calls utilizing Clarify ticketing system. Ensured documentation on processes and procedures are maintained as per service standards and guidelines that serve as a benchmark for excellent service delivery.
- Resolved customer’s technical issues promptly and escalated unresolved tickets to the appropriate department for further investigation.