Dhruv Modi

Application Support Engineer @Ingram Micro

Provide support to customers globally via email and over the phone- Answer how-to questions and recommend best practices related to CloudBlue products functionality and configuration- Investigate technical issues reported by customers, troubleshoot and identify solution and root cause- Ensure that problems are solved by applying correct procedures and documentation- Follow standard procedures for handover or escalation of unresolved issues to appropriate teams- Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA- Ensure proper recording and status update/closure of all processed tickets in the request tracker- Document investigation steps and applied solutions in form of tech notes and knowledge base articles- Adhere to defined standards and measures for quality and customer satisfaction requirements- Maintain up to date knowledge about CloudBlue products, related products and technologies and support processes by attending trainings and self-study.