Shreya Nigam

Application Support Specialist @Genpact

Hyderabad, IN

Customer Support and Service:Receiving Queries/Issues: Customers reach out through various channels (calls, emails, live chats, ticketing systems) to report problems.Understanding the Problem: Support agents ask questions to gather necessary details (error messages, affected systems, steps to reproduce the issue).Categorizing Issues: Issues are categorized based on type (technical, billing, product-related) and severity. This helps direct the issue to the appropriate team.2. Troubleshooting:Identifying Root Causes: Support agents use diagnostic tools, knowledge bases, and troubleshooting procedures to identify the underlying cause.Providing Solutions or Workarounds: After finding the cause, the agent offers a solution (software update, hardware replacement, or user guidance). If needed, the issue may be escalated to specialized teams (e.g, IT, engineering).Collaboration Across Teams: For more complex issues, agents work with other teams to resolve the problem. Collaboration ensures a timely and effective solution.3. Resolution:Implementing the Fix: The resolution is applied by the support team or communicated to the customer to resolve the issue.Confirming Satisfaction: Once the solution is implemented, the support team ensures the customer is satisfied with the outcome. If the issue is resolved, the ticket is closed.Documenting the Solution: Resolved issues are documented for future reference and analysis. This improves efficiency for recurring problems and helps future customers through self-service.

Awadesh Pratap Singh University, Rewa

Bsc (cs)

SRM IST Chennai

Master of Computer Applications - MCA