Position: Customer Service/IT Support
Category: Support
English level: fluent
Years of experience: 10

Areas of Specialization includes C#, ASP.Net Technologies,ASP.NET MVC, HTML5, JavaScript, AngularJs, Software Design Patterns, Database Designing using Microsoft SQL Server 2008, 2012, 2014, Card Management System, E-Banking and Payment Integration, On-line Payment Gateway Management(with Front End Processor(FEP) and Core Banking Application(CBA). Networks. APIs. Customer Service.

Over ten (10) years of active technical application development and support across diverse finance, education, and enterprise solutions sectors.
RESPONSIBILITIES:
• Monitor all assigned cases for customer support and update all activities on Salesforce CRM
• Analyze customer issues and develop necessary actions and ensure optimal levels of
customer satisfaction to provide appropriate support for the same
• Administer all resources and ensure delivery of product fixes within the timeframe.
• Manage all customer issues and if required escalate them to required departments.
• Assist all junior engineers in complex cases and evaluate products for customers.
• Provide support to all developers, evaluate customer designs, and recommend
procedures for optimal use of products as per guidelines.
• Perform troubleshooting on all network and application issues and recommend resolutions
to ensure better customer service.
• Manage requests from internal and external clients and resolve it through email and
phone.
• Maintain accurate customer documents and prepare reports for all issues and
resolutions.
• Oversaw all night backups, performed routine maintenance on the server, and administer all
network threats and alarms.
• Provide solutions to all customers and partners and ensure effective deployment.
• Administer all contractual obligations for clients and escalate issues if required