Prashanth S.

Background

About Prashanth S.

Inform the Supervisor of any work conflicts, dissatisfied customers or hardware/software malfunctions • Serve as first point for any call and ticket quality related queries, conduct call and ticket monitoring and analysis and based on the findings identify training needs and bring them to management notice. • Initiate any necessary process changes and closure of knowledge gaps or tools related issues upon agreement of the Service and Operations Manager • Actively participate on various conference calls with internal and external management. • Identify support criteria and troubleshooting mechanisms to benefit customer support • Call/Ticket Queue Monitoring • Daily SLA monitoring • Escalation/Complaint handling as per process • Be responsible for advanced technical and procedural support for SD members • Provide guidance to SD members on processes, procedures and troubleshooting • Handle calls and assume call responsibility when required and ensure entry of appropriate information in our call tracking software • Perform required troubleshooting on all calls and direct escalation on calls which are outside an agent’s technical abilities or support boundaries • Deliver consistent coaching and training on call handling and ticket logging to Service Desk agents. Ensure that all designated agents in the team are coached and trained effectively. • By floor-walking ensure that all designated agents are helped. • Provide input for Help File and Knowledge Base updates • Provide service and agent quality input for supervisors and prepare reports and quality indicators as necessary to the supervisor or Service Managers on a regular basis; • Troubleshoot, diagnose and correct technical faults, using technical and diplomatic skills, and guide the caller through the necessary steps to restore functionality. • Responsible to either solve the issues himself, or assign and chase those that you cannot fix yourself, until functionality has been restored.