Pankaj

Managing Large Accounts by providing Software Support and solving complex problems in a fast-paced for a high-growth product area. Delivering support experiences that create efficiency and value for our customers. Understand customers and deliver customer desired outcomes. Handling technical escalations including major incidents, problems,change, capacity-related issues through 24/7 remote support operations. Driving resolution and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer satisfaction. Managing relationships with the customers and providing technical documentation for the troubleshooting steps with the existing features and for new launched features in the tool. Business Development of new features with new accounts and existing accounts. Reporting software bugs and be an advocate for product improvement using customer suggestions. Developing specialized expertise by supporting team for best Operations. Use tools and Product Knowledge for debugging and root cause analysis of issue. Providing in-depth technical support for customer service delivery via telephone,written correspondence, or electronic service regarding the complex,escalated problems.