Anju Binoy

Associate System Engineer @Tata Consultancy Services

IN

Troubleshooting: Diagnosed and resolved technical issues reported by customers or end-users, whether they\'re related to software, hardware, or network connectivity.Customer Service: Provided prompt and courteous assistance to customers via phone, email, chat, or in-person interactions. This includes actively listening to their concerns, empathizing with their frustrations, and ensuring their questions are answered satisfactorily.Documentation: Developed and maintained documentation such as knowledge base articles, FAQs, troubleshooting guides, and standard operating procedures (SOPs) to help both customers and internal teams resolve issues efficiently.Remote Support: Facilitated customers remotely by using remote desktop software or other tools to access their devices and troubleshoot issues without the need for physical presence.Ticket Management: Directed support tickets through a ticketing system, prioritized them based on severity and impact, and ensured timely resolution and escalation when necessary.Training and On-boarding: Provided training and on-boarding sessions for new employees or customers to familiarize them with products, services, and support processes.Quality Assurance: Monitored and evaluated the quality of support interactions through methods like call monitoring, ticket audits, and customer satisfaction surveys, and providing feedback for continuous improvement.Development : Developed and implemented automation scripts to automate repetitive tasks and streamline support work flows, resulting in increased productivity and reduced manual effort.Continuous Learning: Keeping up-to-date with industry trends, product updates, and new technologies through self-study, training programs, certifications, and attending relevant conferences or webinars.Escalation Handling: Knew when and how to escalate complex or unresolved issues to higher-level support tiers, engineering teams, or management for further investigation and resolution.