Harbeer Singh

About Harbeer Singh

A result-driven professional full of enthusiasm and confidence who oversees a team of…

Experience

1. Lead-application Software Product Technical Support (L3)

   Exotel

   Oct 2019 — Present · Gurugram, IN

   Being a Lead - Product Support (L3) my responsibilities includes :• Oversee and closely work and monitor the day-to-day operations of the L3 Product Support Team.• Act as a senior agent who drives customer satisfaction through customer support. • Provide direct supervision of the technical support staff. • Act as a mentor and provide oversight, coaching, and training to colleagues.• Acting as first point of contact when it comes to technical escalations or downtime. • Provide support where needed for both internal and external customers as per the priority of the reported issues. • Clearly communicate escalated issues to other stake holders and to my manager as needed without delay.• Manage and report on all incoming technical support inquiries. • On-board all new technical support team members. • Assist in the creation of the team KPIs as well as monitor and report on results.• people management and leadership skills.• being an Excellent communicator, both oral and written.• Includes Strong problem solving and communication skills.• Able to multi-task efficiently under time pressure.• managing a service and support focused team culture • Be actively involved with the operational delivery and UAT if required for new product and feature releases. • Review all technical support related processes and documentation for continuous improvement.• Assist in the creation and implementation of customer self-service material and tools.• Evaluate and analyze Salesforce case trends to prevent future issues.• Application Patch upgrade and Migrate.• codecs G729,G711,GSM etc• DB Maintenance activity.• keep participating in skill enhancement program organized by Internal team.• Need to stretch after the shift considering 24*7 in case of any escalation or downtime.• Social Server Integration e.g. Whats-app,Facebook,Instagram,Twitter etc.• CTI integration with SFDC,ZOHO,Freshdesk and other third party CRM Jstack,Histo,GC,Thread dump etc

Education

• Kendriya Vidyalaya

  HIGHER SECONDARY IN SCIENCE, SCIENCE

  2005 — 2006

• Kurukshetra University

  Bachelor of Technology (BTech), Information Technology

  2007 — 2011

Skills

• Microsoft Office
• Programming
• C#
• Linux
• Html
• Powerpoint
• Microsoft Excel
• Windows
• Mysql