Overview
Key deliverables:
Backup and Recovery process, installing new OS, BootCamp conversion.
Having good knowledge and expert in analyzing various kind of logs when it comes to error handling and analyzing issues (Parallels Tools logs, Disk descriptor logs, virtual Hard disk error logs )
Also actively involved in testing the new build to find out bugs and resolution and escalate to Development team.
Direct access to work with Second line and development team for product based issues and Social Media support.
Excellent knowledge in Social Media support channel like Twitter, Facebook message, Forums, Blogs and Social media tool like Hootsuite, LiveWorld.
Roles and Responsibility
Manage and resolve Inbound Client inquiry.
Convey the client requirements to the team.
Investigate and resolve billing and account discrepancies.
Outbound calls to recover unpaid arrears and to negotiate possible repayment.
Experience in installation of Windows, configuration, technical troubleshooting.
Earned high score for customer satisfaction (CSAT), initial response time (IRT), first call resolution (FCR).
Consistently received positive feedback from Clients and Customers. Accurately providing information to ensure resolution of products and ensure customer satisfaction.
Worked with company systems such as Live Chat Support, Email Support and Voice Support, remote desktop Support and Social media Support like Face book, Twitter and forums. Diligently completed all assigned tasks, working overtime as needed.
Technical troubleshooting skills in Virtualization software like Parallels Desktop and Remote application softwarelike Parallels Access, Logmein and all Mac OS X, Windows OS.
Experience
Minimum 2 years of Technical Support experience
All the best! - 
