Chandra Sekhar Challa

• Assisting customers on their queries that are logged through salesforce.
• Ensuring that the application connects to the DB’s and fetches the required data.
• Creating and providing help documents to customers.
• Co-ordinating with the Client’s IT and ERP teams for the creation of databases for the installation of application.
• Scheduling meeting with client to discuss on the requested enhancements and ensuring that it is properly communicated to the developers.
• Assisting customers during migration of their DB’s from old servers to new servers.
• Setting up Tech-Calls to explain the requirements for the server in case the client wishes to upgrade their existing environments.
• Analyzing the LOG files to find the issues and solving them.
• Scheduling downtime and upgrading the application on the client server during non-production hours.
• Communicating with developers for patches and fixes for the requirements of the clients.
• Providing timelines to the clients and ensuring that they are met by coordinating with the development team.
• Following up with the clients to after the Patches and Hot-Fixes are given.
• Provide assistance to customers, consultants, and partners on the usage of the application products through our customer support portal, email, chat, and phone.
• Advise clients on configuration options based on best practices
• Triage newly reported problems, assign proper severity and work to identify a resolution.
• Troubleshoot issues through reproducing the problem and determine the resolution.
• Update the ticket tracking system to provide the accurate and current status of support issues Identify case trends and report to services and development.
• Maintain proactive communication upward and across client contacts.
• Create Knowledge base articles regularly to expand self-help tools for customers and internally
• Patched software and installed new versions to eliminate security problems and protect data.
• Executed various techniques, including DEBUG LOG management and to maintain servers and systems, keeping networks fully operational during peak periods.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Assisting clients with the usage of the Application.

Training new Clients on the usage.

Assisting clients via phone and email on daily basis

• Trained new joiners at the client location on the usage.
• Assisting clients with the usage and configuration of the ATS Application.
• The Suite includes ATS, Recruitment, HRMS and Marketing.
• Implemented SaaS model end to end ERP Suite and worked as a single point of contact for several clients across USA.
• Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
• Addressed technical issues and guided end users through resolution.
• Communicated with clients to define business objectives and present individualized solutions.
• Educated and trained [Number] employees on new technologies through presentations and individual support.

Customer support:

• Assisting customers by answering their queries on how-to-use their computer in terms of operating system and applications.
• Recognizing a need for the replacement of their computer hardware and replacing the unit if required.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from SME.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Assisted customers with product selection based on stated needs, proposed use and budget.

B2B Support:

• Assisting Clients with Full support on hardware and software issues.
• Recognizing a need for the replacement of their computer hardware and replacing the component it if required.
• Configured hardware, devices and software to set up work stations for employees.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to OEM applications.

• Explain and support customers on Internet related issues.
• Initial setup & troubleshooting of the internet service, wireless networks and on routers.
• Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.

• Making outbound calls as a debt collector of Credit cards and telephone bills which are in the last stage of recovery.