Shah Ay

- Providing IT support to Airliquide employees- APAC, who is working on multiple sectors like healthcare, chemical, technology, energy, and services
- Monitoring P1/P2 tickets, sending communication email to all related parties and engaging with Major Incident Manager for immediate resolution
- Resolving incoming client and personnel IT queries/technical issues remotely via chat, tickets and phone
- Troubleshooting computers, applications, mobile devices, networks, printer related issues
- Installing software, drivers, printer, VMWare
- Creating account for new comer and assist them on onboarding
- Consulting users on how to raise correct request and ticket for better resolution progress
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Preparing Knowledge Article, which record all the troubleshooting steps for new issue/problems
- Monitoring self-service tickets queue to make sure all ESS converted and transferred/or solved correctly
- Documenting processes and maintaining service desk records.
- Liaise with other support teams (Kite, application, cloud...) for knowledge transfer forcbetter performances
- Assisting Team Leader in training and providing support to newcomer to make sure they soon could be familiar with all the processes and regulations

- To provide support to the Operation team to meet and sustain client targets by providing
accurate and timely analysis.
- Call, chat, email monitoring and evaluation.
- Timely feedback to agents and make sure quality improvement on the known issues
- Tracking compliance of corrective actions.
- Ensuring key issues related to the process are reported and corrective action are taken from the client side.
- Ensuring continuous improvement in the score of all quality metrics.
- Assisting Team Leader to do the weekly report
- Provide and creating weekly and daily reports.

- Main responsibilities: handling inbound calls, chat, and email from customers.
- Act as intermediary between client and L1 agent: review the case details before escalating to client, receiving feedback and giving instruction to respective agents.
- In charge of the social media post on social media platforms.
- Guiding customers in troubleshooting when facing issues with websites or apps.
- Assisting Team Leader in training new staff.
- Cooperating with the other departments on any issues related to order online.
- Interacting with couriers in order to provide the best possible delivery experience.
- Educated customers and Partner affiliates according to their issue and Hotel cancellation and change policy.