Technical Support: Troubleshooting, root cause analysis, ticket management, SLA adherence, escalation handling, incident management, customer issue resolution, post-resolution follow-up Customer Engagement: Email correspondence (Outlook), live chat support, voice & non-voice channels, query resolution, customer success management, CSAT focus, stakeholder communication Productivity Tools: Advanced Excel (VLookup, Pivot Tables), MS Office Suite, Google Sheets, PowerPoint, Outlook, Citrix, CRM software, Postman (API testing), Swagger Crypto / Fintech Support: Cryptocurrency basics, blockchain payment flows, crypto wallet authentication, gaming/fintech transaction support, payment gateway troubleshooting (Razorpay) Process & Quality: Process documentation, knowledge-base writing, FAQ creation, quality assurance, data integrity, 100% accuracy in customer records, daily reporting Soft Skills: Problem-solving, analytical thinking, time management, attention to detail, active listening, written & verbal communication, mentorship, collaborative teamwork Operating Systems: Windows, basic Linux/Unix command-line familiarity Languages: English (Fluent), Hindi (Native)
