LeapSwitch Networks

• Responsible to handle the escalations when there is any major issues • Talk to the customer at the time of escalation to keep them confident on the service • Make sure the L1 team manages the customer calls/tickets properly and escalates to the next level of support on time if it is not resolved • Make sure the shift handover and escalation process happen properly • Make sure the team members have the updated vendor escalation matrix and they escalate to vendor or time • Manage the Technical team shift roster • Assist clients in resolving client side issues; when issue cannot be resolved by junior team members • Identify and apply appropriate tools for the analysis and resolution to technical problems • Providing technical support for Level I-III issues via helpdesk and the telephone. • Adeptly utilize resources both within knowledgebase and outside to resolve issues • To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Management. • Create technical solutions for clients such as custom setup, upgrade and migration plans • To communicate and be the focal point for the dissemination of information from management to the team and vice versa. • Follow Leapswitch Networks policies in response time • Follow up with dedicated and major customers in any critical issues • Send RCA reports to customers in case on any critical down time on the services • Meeting customer expectations and adhering to the committed timelines without affecting the quality of output. • Provide customer support as needed, sometimes outside of traditional working hours. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. • Manage day-to-day internal client interaction. • Daily and weekly server and application maintenance to keep the servers without any issues • Set and manage internal client expectations • Communicate effectively with internal clients to identify needs and evaluate alternative business solutions. • Continually seek opportunities to increase internal client satisfaction and deepen client relationships.

• Responsible to handle the escalations when there is any major issues • Talk to the customer at the time of escalation to keep them confident on the service • Make sure the L1 team manages the customer calls/tickets properly and escalates to the next level of support on time if it is not resolved • Make sure the shift handover and escalation process happen properly • Make sure the team members have the updated vendor escalation matrix and they escalate to vendor or time • Manage the Technical team shift roster • Assist clients in resolving client side issues; when issue cannot be resolved by junior team members • Identify and apply appropriate tools for the analysis and resolution to technical problems • Providing technical support for Level I-III issues via helpdesk and the telephone. • Adeptly utilize resources both within knowledgebase and outside to resolve issues • To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Management. • Create technical solutions for clients such as custom setup, upgrade and migration plans • To communicate and be the focal point for the dissemination of information from management to the team and vice versa. • Follow Leapswitch Networks policies in response time • Follow up with dedicated and major customers in any critical issues • Send RCA reports to customers in case on any critical down time on the services • Meeting customer expectations and adhering to the committed timelines without affecting the quality of output. • Provide customer support as needed, sometimes outside of traditional working hours. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. • Manage day-to-day internal client interaction. • Daily and weekly server and application maintenance to keep the servers without any issues • Set and manage internal client expectations • Communicate effectively with internal clients to identify needs and evaluate alternative business solutions. • Continually seek opportunities to increase internal client satisfaction and deepen client relationships