AWS
Ashok Negi
Senior Engineer-Client Services
Noida
Summary
Product Support Engineer with proven ability to analyze, diagnose and resolve technical issues for specific Software Monetization Products. Close to 7 years of experience in providing comprehensive technical support to B2B customers and end-users. Works closely with Engineering to support integration of new features and bug identification.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Senior Technical Support Engineer
Thales Digital Identity & Security
Noida
03.2019 - Current
- Responsible for all technical support related aspects: escalations, performance, product installations, improvement programs, upgrades and migration.
- Working closely with product management team in testing of preview builds, reviewing product documentation before release, and provide customer feedback and assist in product direction
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Helping new Product Support Engineers with Knowledge Transfers and training.
- Provided excellent customer service by following up with clients over calls, email and service requests coming in via service now.
- Provides support related to installation,creating SQL queries, testing product or processes and API integration with customer's product.
- Testing customer's application for bugs and technical issues.
- Developing application samples by integrating Product's APIs.
- Responded to over 300 client inquiries per year to facilitate resolution related to product.
- Interacted with team members across departments to research and resolve customer issues and escalated complex problems such as new bugs to Engineering for resolution.
- Identify new Sales Opportunity and collaborate with sales team to close deal.
Technical Support Engineer
Gemalto
Noida
12.2016 - 03.2019
- Responding to incoming calls from customers and raising support ticket for their query and channeling it to correct Technical Support team for further troubleshooting.
- Maintained accurate record-keeping with proactive attention to client information updates in CRM.
- Trained and supervised junior Client Service Representatives on best practices to meet organization goals.
- Utilized active listening skills to identify customer needs and tend to their requests.
- Coordinated with RMA team in additional assignments .
- Educated clients on account services and resolved client inquiries regarding access to Support portal.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Collaborated with other departments to develop ways to increase customer satisfaction
L1 Support Engineer
Gemalto
Noida
06.2016 - 12.2016
- Responded to customer inquiries and provided initial assistance over phone and email.
- Assisted customers in Return merchandise authorization.
- Assisted customers to assign engineers on support queries.
- Created user accounts and assigned permissions in CRM
Education
B-Tech - Computer Science
Graphic Era University
Dehradun 07.2011 - 2015.06
Skills
Technical issues analysis
undefinedSoftware
Kubernetes
Docker
Git
Linux
Networking
SQL
Bash & Python
Ansible
Vagrant
DevOps
C
Timeline
Senior Technical Support Engineer
Thales Digital Identity & Security
03.2019 - Current
Technical Support Engineer
Gemalto
12.2016 - 03.2019
L1 Support Engineer
Gemalto
06.2016 - 12.2016
B-Tech - Computer Science
Graphic Era University
07.2011 - 2015.06
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