Salesforce
Abhishek Chauhan
Sr. Technical Support Executive
Pune,MH
Summary
Career Objective: To build a long-term career in IT Tech-Support with opportunities for career growth and to enhance professional skills in a stable and dynamic workplace. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert as CRM user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Sr. Technical Support Executive (Success Manager)
CYBAGE SOFTWARES PVT LTD
Pune, Maharashtra
05.2011 - Current
- (Product Consultant).
- Working on Tickets to resolve the issues.
- Managing a team of 12 people.
- Handling the clients meeting and handing the project operations.
- We use to work on browser based software.
- CRM expert.
- Training new clients and presenting them the software features and helping them to resolve these issues or question related to the software.
- Have provided training over the phone and video conference.
- Applications used: Salesforce, CRM, Jira(Raise Defects) Applications : MS-Office, Excel, , Outlook, Salesforce.
- Processed over L3 support requests weekly for technical assistance on wide range of issues related to CRM Software in Use.
- Devised solutions to operations issues related to system and Software, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation .
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Led Success team in delivery of Trainings on time to all the clients and progress to have good growth in there business.
Sr. Practitioner Band 4
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
04.2015 - 04.2016
- Operation (Voice, E-mails, Chats).
- Handling customers and Clients.
- Handling Escalations and working on tickets.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Carried out day-day-day duties accurately and efficiently.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
Customer Support Associate I
CONVERGYS PVT LTD
05.2014 - 04.2015
- Handling Customer service Escalation.
- Support agents.
- Handling insurance Cases.
- Coordinated with contracting department to resolve payer issues.
- Followed up on denials, late payments, extensions and other special circumstances.
- Processed eligibility and benefits verification and authorization requests.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Researched and resolved routine and complex issues.
Education
Bachelor of Science - Bachelor of Computer Applications
Swami Vivekanand Subharti University
12.2019 - Current
Skills
Good Presentation skillsundefined
Software
Proficiency Using Jira
Ticketing Systems
Video Conferencing Tools
CRM Software
Accomplishments
- Supervised team of 10 staff members.
- Resolved product issue through testing.
- Documented and resolved Escalation which led to more bossiness.
Interests
Exploring new places
Playing BasketBall
Watching Movies
Timeline
Bachelor of Science - Bachelor of Computer Applications
Swami Vivekanand Subharti University
12.2019 - Current
Sr. Practitioner Band 4
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
04.2015 - 04.2016
Customer Support Associate I
CONVERGYS PVT LTD
05.2014 - 04.2015
Sr. Technical Support Executive (Success Manager)
CYBAGE SOFTWARES PVT LTD
05.2011 - Current
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