• Take ownership of client's issues reported and find out the resolution to the problems to maintain reliability in support and the system
• Research, diagnose, troubleshoot and identify solutions to resolve system issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams to prioritize client’s issues
• Collaborate with our Product and Development teams to build/test new features as per client’s requirement and fix bugs by providing detailed description to the development, support and Quality Assurance department
• Act as a primary liaison between the company and our customers to maintain a reliable communication channel
• Manage and prioritize multiple issues at once by collaboration and documentation for resolution of client's problems in real time
• Ensure all issues are properly logged in client requirements/bug tracking/ task log for future reference
• Provide guidance/training to clients for ease of use of software (Microfinance Management Information System called MFin Plus)
• Maintain jovial relationships to create positive and professional relationships with clients
• Prepare timely reports for measuring the client's status
• Provide prompt and accurate feedback to customers to maintain reliability with the system

Note: Unpaid Internship