Shivam

Member of Technical Staff -I Cloud Operations)
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Location  Bangalore
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Member since 30+ Days ago
 
Candidate Information
  • User Experience
    Experience  7 Year
  • Cost
    Hourly Rate $15
  • availability
    Availability More 1 Month
  • work from
    Work From Any
  • check list
    Category Information Technology & Services
  • back in time
    Last Active On December 20, 2021
Key Skills
customer success voip SAAS escalation management IP Telephony online meetings CMR meetings voice quality account manager
Summary

Responsible for prioritization, problem solving and escalation management.

Management of the first-line and second-line VOIP support and Network teams.

provide specialists with timely feedback (positive and constructive) regarding team performance.

provide hands on support in the queue, particularly during high volume periods.

Conducting team trainings on product knowledge and knowhow sessions.

Ensured customer satisfaction by taking ownership of escalation calls, keeping callback comments, gaining trust

Responsible for network and infrastructure support, technical support/application support and product support including installations, maintenance, and upgrades.

Creating Knowledge Base VOIP articles on call flows, contact centre management/ACD and servers.

Monitoring NOC operations.

Analyzing customer’s requirement and proposing technical solutions accordingly

Providing Technical Training and Handoff to new Clients on Mitel Cloud based Solutions

Closely working with Cloud Implementation team and assisting in designing of call flows

Managing and providing solution on technical escalations.

Act as a point of contact in Team Managers absence

Member of Mitel Technical trainers for new Clients