Bidisha Sinha
Technical Support Analyst
Bengaluru
Summary
To work for an organization which adapts to the latest changing technology, challenges and provides me with opportunities to improve my knowledge and skills to grow in synchronous with the organization. Also, which helps me not only to add value to the organization but to also help me add value to my career . Open and inclusive collaborator with strong team building skills. Excels at root cause analysis and dispute resolution. Leads by example to create positive and supportive working environments. Accomplished support professional delivering reliable information and communications technology assistance.
Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting.
Technical support professional equipped to drive impactful client solutions and foster seamless experiences. Skilled in troubleshooting, system analysis, and delivering comprehensive technical guidance. Strong focus on team collaboration and adaptability, ensuring reliable support and alignment with evolving client needs. Highly skilled in problem-solving, technical communication, and customer service.
Overview
9
9
years of professional experience
1970
1970
years of post-secondary education
Work History
Technical Client Support Analyst
Clickpost
12.2022 - 03.2025
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Helped customers set up new systems, applications and software.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided clear and concise step-by-step technical support to guide clients.
- Used support tickets to track and speed up incidents.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Maintained detailed records of client interactions, ensuring accurate tracking of issue resolution progress.
- Balanced workload efficiently among team members during periods of high ticket volume.
- Enhanced client satisfaction by resolving technical issues promptly and efficiently.
- Served as primary point of contact for high-priority accounts, fostering strong relationships with key stakeholders.
- Decreased response time for support inquiries through effective communication and prioritization of tasks.
- Collaborated with cross-functional teams to identify and resolve complex technical problems.
- Implemented strategies to improve overall customer experience, leading to a higher retention rate.
- Provided remote assistance to clients using various troubleshooting tools and techniques, minimizing downtime for users.
- Coordinated seamless transitions between shifts by providing detailed handoffs and updates on outstanding client issues.
- Managed escalation process effectively, engaging appropriate resources as needed while maintaining clear communication with impacted clients.
- Mentored new team members by sharing expertise in product knowledge and support procedures.
- Identified trends in support requests, proactively addressing recurring issues through targeted solutions.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
UI / UX Experience, Project Specialist, Team Lead
Flipkart Internet Pvt Ltd
07.2018 - 10.2022
- Bangalore
- Role -, Catalog/E-commerce, development by finding innovative strategies
- Presented regular status updates to stakeholders, keeping them informed of progress toward established milestones.
- Managed operations efficiently and effectively, verifying customers received exceptional service.
- Improved project efficiency by streamlining communication and collaboration among team members.
- Verified that teams carried out tasks in compliance with company regulations.
- Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
- Inspired and managed teams in operational improvements, increasing overall productivity.
- Coordinated cross-functional teams to achieve project objectives and meet deadlines.
- Conducted regular appraisals and performance reviews, highlighting training and development opportunities.
- Optimized resource allocation by closely monitoring project progress and adjusting as needed to maintain efficiency.
- Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
- Maintained detailed documentation of project progress, facilitating smooth handovers and seamless transitions between phases.
- Managed complex customer complaints, offering smart solutions for continued customer satisfaction and loyalty.
- Championed best practices in project management across the organization through training sessions, workshops, or other knowledge-sharing initiatives.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Drove successful project completion, maintaining strict adherence to budget constraints.
- Delivered status reports to stakeholders for budgeting and planning purposes.
- Streamlined project workflows, significantly reducing time to market for new products.
- Assisted with team recruitment, interviewing and onboarding.
- Led stakeholder meetings to align project goals with business objectives, fostering stronger stakeholder relationships.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
Seller Support Executive
Aegis Ltd
02.2016 - 04.2018
- To analyze and find solutions to improve the product experience for the customers and improve the, One year as a seller support executive where my role was to manage multiple gold sellers of
- Flipkart and manage day to day issue faced by the sellers .Managed seekers product listings and queries., Worked from 3 and half years with Flipkart as part of Product
- Management Team (Catalog ) where my role 2
- My role was to test and provide feedback to the development team which designed and implemented new UI Features on a pre- released apk
- Helped development team with testing SOP and feedback to improve the user experience on Supermart Platform
- Also conducted customer feedback tests internally and externally to determine user experience of the products
- Search Engine Optimization
- Worked on autosuggestion search query and ingested and added multiple auto queries manually depending on the vertical and category
- Also added multiple synonyms manually to determine similar products and verticals , created centralized data for monthly updation
- Analyzed data from
- NPS to determine the number of clicks and other metrics to improve the search engine
- Vertical Implementation
- Analyzed new verticals which was added to the platform (Flipkart
- Supermart) by creating a
- Central doc for adaption by catalogue team
- Managed listing of products on the product page and helped to maintain the sanity of the product page by updating with new components and data
- As well as maintained catalog cleanup process where products would be migrated depending on the new categories and product analysis
- Android Release Testing
- Was part of android testing team where my role was to debug for issues on android application ,implement and test for the fixes done before the official release on play store
- ( Tools used -
- Charles , Postman , Confluence , JIRA)
- Designed Multiple SOP's for newly launched supermart platform on
- Flipkart which included
- Product listings and Implementation SOP , Product Support SOP ,
- Tools Debugging SOP , 3
- Category Implementation SOP
- Also helped to stabilize the process by building flows and analysis for team adoption
- Helped to build SOP's about various team which where part of our team communication which helped us to solve Various internal and external queries regarding the Supermart
- Platform.(Customer Queries , Internal Queries)
- Worked with multiple gold sellers under Flipkart as a seller support executive .Where my role was to support multiple sellers to adapt and improve their business by providing sound analysis and by resolving multiple queries.
- Achieved service time and quality targets.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Collaborated with team members to achieve target results.
Education
Bachelor of Computer Application - Computers
BU UNIVERSITY
Skills
Self-Adapting and Improving
Problem resolution
Incident management
Customer service
Ticket management
Service support
Complaint resolution
Decision-making
Issue escalation
Product knowledge
Customer service expert
Verbal and written communication
Analytical thinking
Account management
Customer success management
Product training
Access issue resolution
Videoconferencing
Needs assessment
Support case resolution
Script adherence
Teamwork
Teamwork and collaboration
Problem-solving
Excellent communication
Attention to detail
Problem-solving aptitude
Customer communication and empathy
Customer needs assessment
Support SOP writing
Documentation development
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion.
- Planned and coordinated projects resulting in increased productivity.
- Improved reviews by successfully handling customer complaints and implementing monthly staff training.
- Recognised by management for projects delivering outstanding outcomes.
- Recognised by management for behaviours, leading to increased efficiency.
- Awarded 3 times as best employee and team lead.
Timeline
Technical Client Support Analyst
Clickpost
12.2022 - 03.2025
UI / UX Experience, Project Specialist, Team Lead
Flipkart Internet Pvt Ltd
07.2018 - 10.2022
Seller Support Executive
Aegis Ltd
02.2016 - 04.2018
Bachelor of Computer Application - Computers
BU UNIVERSITY