Adesh Jadhav
Bengaluru
Summary
Dedicated and customer-focused Technical Support Specialist with 1 year of experience in providing technical assistance and support. Proven ability to troubleshoot software issues, analyze customer needs, and ensure customer satisfaction. Strong analytical skills, excellent communication, and a commitment to resolving technical problems efficiently. Experience with CRM and automation tools, enhancing customer communication and streamlining operations.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Technical Support Associate
Concentrix Daksh Services Pvt Ltd
06.2021 - 03.2022
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Diagnosed, troubleshot, and resolved technical issues in a timely manner to ensure minimal downtime.
- Analyzed customer needs to provide personalized solutions and improved customer satisfaction.
- Utilized CRM and automation tools to manage and track customer interactions and support tickets.
- Developed and maintained a thorough understanding of the company's software products and services.
- Collaborated with the development team to address and resolve complex technical problems.
- Conducted training sessions for customers on software usage and best practices.
- Achieved a 95% customer satisfaction rate by delivering effective and timely technical support.
Education
Bachelor of Science - Computer Applications
Davangere University
Davangere, India06.2020
Skills
- Technical Support and Troubleshooting
- Customer Support and Satisfaction
- CRM and Automation Tools
- Analytical and Problem-Solving Skills
- Excellent Communication and Interpersonal Skills
- Team Collaboration
- Software Training and Documentation
Key Achievements:
- Successfully reduced the average resolution time for support tickets by 20%.
- Implemented a new ticketing system that improved tracking and management of customer issues.
- Received recognition for exceptional customer service and technical expertise.
Certification
- Technical Support Fundamentals (Coursera)
- UI/UX Design Specialization (Coursera)
Projects and Use Cases
Project: Implementation of Unified CRM System
- Played a key role in the implementation of a unified CRM system to streamline customer support processes.
- Coordinated with various teams to ensure seamless integration and minimal disruption to existing workflows.
- Trained staff on the new system, resulting in a 30% increase in efficiency in handling support tickets.
Use Case: Real-Time Troubleshooting
- Assisted a major client facing frequent software crashes by performing in-depth analysis and real-time troubleshooting.
- Identified the root cause as a compatibility issue with a third-party application and provided a custom workaround.
- Reduced the client's system downtime by 40%, significantly enhancing their operational efficiency.
Timeline
Technical Support Associate
Concentrix Daksh Services Pvt Ltd
06.2021 - 03.2022
Bachelor of Science - Computer Applications
Davangere University
Similar Profiles
Abhijeet ChakrabortyAbhijeet Chakraborty
Trainer, Chatbot, Trust and Safety (Gemini AI) at Concentrix Daksh Services Pvt. Ltd.Trainer, Chatbot, Trust and Safety (Gemini AI) at Concentrix Daksh Services Pvt. Ltd.
Aastha MitraAastha Mitra
Associate- Planning & Scheduling (WFM) at Concentrix Daksh Services Pvt. LtdAssociate- Planning & Scheduling (WFM) at Concentrix Daksh Services Pvt. Ltd
Ramakrishna YagantiRamakrishna Yaganti
Assistant Manager- Training and Quality at Concentrix Daksh Services Pvt LTDAssistant Manager- Training and Quality at Concentrix Daksh Services Pvt LTD