Learning New things
Aditya Singh
Tech Support
Gurgaon,Haryana
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows. Proven skill in resolving problems quickly on first call. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Dedicated HP (Hewlett&Packard) professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1
1
year of professional experience
7
7
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Technical Support Representative
Mphasis LTD (For HP)
Bangalore, KA
10.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and ethernet.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to Hardware and OS technical support needs.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Managed over 52 calls in one day.
Customer Support Executive
Teleperformance
Mohali, PB
07.2021 - 10.2021
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Assigned and designated job territories to customer care staff according to performance and history.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Offered free products or services to pacify irate or unsatisfied customers.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved 80+ Cases everyday.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Conducted surveys to determine customer opinion of products and services.
- Kept high average of performance evaluations.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Listened to customers' questions and concerns to provide answers or responses
Education
MBA - Management Information Systems
NMIMS
Pune, MH 02.2022 - Current
Bachelor of Technology - Electronics And Instrumentation Engineering
NIST
Berhampur, Odisha 06.2015 - 05.2019
High School Diploma -
JVM Shyamli
Ranchi, JH 04.2012 - 03.2015
Skills
Desktop support
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Documented and resolved escalated issues which led to customer satisfaction and loyalty towards the company.
Certification
English Crash Course for GD, Public Speaking etc.
Interests
Exploring Opportunities
Freelancing
Beat Making and Producing
When We all were devastated by the introduction of the COVID-19 virus. It was declared pandemic and everything was closed, I loved to hear musical genres like EDM, Hip-Hop, Pop, Folk, metallic etc. I became excited about the blend of different notes of the melody or drum to create an astounding music. That what triggered me to know how music or beat is produced and that enlighten me the depth of music, but still I am learning to master it!
Timeline
MBA - Management Information Systems
NMIMS
02.2022 - Current
Technical Support Representative
Mphasis LTD (For HP)
10.2021 - Current
Customer Support Executive
Teleperformance
07.2021 - 10.2021
English Crash Course for GD, Public Speaking etc.
05-2018
Bachelor of Technology - Electronics And Instrumentation Engineering
NIST
06.2015 - 05.2019
High School Diploma -
JVM Shyamli
04.2012 - 03.2015
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