* To provide after-sales support for software or businesses that specialize in providing customers with support and maintenance * Create Task based on every customer's query through phone/email/sms with proper problem title * Follow up the task assigned * dentify and escalate priority issues per Client specifications. * Involve in documentation and active resolution process based on such requests * Update task as action taken to troubleshoot with common title and clear language * Timely Escalation of problem to other higher department and supervisors * Educate other team members about the issues and action taken to solve the same. * Receive handed over task by other shift and handle with prioritizing solutions * Actively participate in the training (Tech and non tech) to develop the learning * Responsible for maintaining the defined KPI of the department * Analysis of call logs in order to discover any underlying issues or trends * Follows up on and takes responsibility for unresolved issues or escalations