Anuj Kaushal

Experience

• 

  PC Myantra Infotech Pvt. Ltd.

  Mar 2011 - Nov 2013

  Technical Specialist

  •Technical support for issues related to operating system, Win XP/7/8 and Macintosh.•Provide support for the mail clients and browser related issues.•Resolved issues related to the printers (HP, Lexmark, Epson). •Help the customers to resolve the internet connectivity issues.•Educate the customers regarding application software’s.•Assist in the running performance management process and ensure compliance to each activity defined in the process.•Ensure SLA for the process is met.•Evaluating calls and cases for agents to ensure total quality, technical service, and adherence to the policies and procedures are followed. Show less

• 

  Adobe

  Dec 2013 - Sept 2018

  • Provision of Customer Services escalation support to Adobe’s vendor teams. and/or directly to key Consumer customers, leveraging appropriate internal and external resources to bring cases to closure.• Responsible for following established processes and policies in all customer interactions and escalations.• Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution, case quality and customer satisfaction.• Participation in Business Intelligence processes including taking an active role in Knowledge base document creation, case notes logging and recording, bug logging etc.• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps. Show less • Deliver First Call Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.• Understanding of escalation handling procedures.• Provide a professional & competent standard of phone and online support for Global customers.• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions• Obtain general understanding of OS and application operations related to product usage• When required, identify top issues and strategize on volume reduction.• Contribute to Adobe strategies on improving customer experience and gain efficiency. Show less

  • Lead Technical Support

    Jun 2017 - Sept 2018

  • Technical Support Consultant

    Aug 2016 - May 2017

  • Technical Support Engineer

    Dec 2013 - Jul 2016