Zendesk
Hi, I’m
CHANDAN KUMAR
Sr. Executive C.S.
Noida
Summary
A self-directed and driven individual with a comprehensive background in chat support executive. I have experience in identifying customer's Technical problem and requirements, communicating with them via different channels and delivering solution with the help of different Cloud/CRM tools.
Overview
11
years of professional experience
3
years of post-secondary education
2
Languages
Work History
IEnergizer-RobloxNoida
Sr. Executive C.S. (Technical Specialist)
04.2022 - Current
Job overview
- Email Support Excellence: Provided expert technical support to customers via email, effectively addressing inquiries, troubleshooting issues, and delivering solutions related to online video games.
- Technical Troubleshooting: Proficiently diagnosed and resolved a diverse range of technical problems, including game installations, gameplay issues, software bugs, and account-related concerns, ensuring uninterrupted gaming experiences for users.
- Tool Proficiency: Demonstrated proficiency in utilizing customer support tools such as Zendesk for managing SLA tickets efficiently. Used these tools to document, prioritize, and track support cases to meet or exceed service level agreements (SLAs).
- Collaborative Teamwork: Actively engaged with team members through communication platforms like Slack, fostering collaboration, sharing knowledge, and effectively coordinating tasks to optimize workflow.
- Work Assignment: Took the initiative in assigning support tasks to team members based on their expertise and workload, ensuring a balanced distribution of responsibilities and efficient issue resolution.
- Google Office Tools: Utilized Google's office-related tools, such as Google Docs, Sheets, and Slides, for creating and sharing documentation, reports, and presentations, enhancing internal communication and client briefings.
- Client Interaction: Conducted regular client briefings, providing comprehensive updates on ongoing support cases, progress reports, and resolutions. Maintained open channels of communication to address client concerns promptly and professionally.
- Quality Assurance: Maintained a commitment to quality assurance by conducting thorough reviews of email responses and solutions, ensuring they aligned with company policies, procedures, and quality standards.
IEnergizer-Electronics ArtsNoida
Sr. Executive C.S. (Technical Support)
07.2021 - 04.2022
Job overview
- Technical Assistance: Provided expert technical support to customers through chat channels, offering solutions and guidance on video game-related issues.
- Problem Diagnosis: Proficiently diagnosed and resolved a wide range of technical problems, including game installation, software bugs, connectivity issues, and hardware compatibility.
- Product Knowledge: Demonstrated in-depth knowledge of the video games offered by the company, including game mechanics, updates, and troubleshooting procedures. updated with any product related updates and known issue
- Effective Communication: Communicated technical information clearly and concisely to customers with varying levels of technical expertise, ensuring their understanding of complex issues.
- Issue Resolution: Achieved high-resolution rates by efficiently addressing customer concerns, leading to increased customer satisfaction and loyalty.
- Documentation: Maintained accurate and comprehensive records of customer interactions, utilizing CRM tools to track and manage support cases.
Cherry E-commerce Services Pvt. Ltd.Noida
Social Media Executive
08.2017 - 12.2019
Job overview
- Social Media Management: Managed and monitored the social media accounts and pages of client organizations, ensuring a strong online presence and engagement with the audience.
- CRM Tool Expertise: Proficiently utilized CRM (Customer Relationship Management) tools to streamline the process of filtering, categorizing, and responding to customer interactions on various social media platforms.
- Comment Moderation: Actively monitored and moderated user-generated content, including comments, messages, and posts, to maintain a positive online environment and brand reputation.
- Query Handling: Responded promptly and professionally to customer inquiries and queries posted on social media, addressing their concerns and providing accurate information or solutions.
- Escalation Process: Implemented an effective escalation process for complex issues, coordinating with relevant teams to ensure timely resolutions and customer satisfaction.
- Crisis Management: Effectively managed and diffused potential PR crises by addressing negative comments or issues on social media, providing timely resolutions or escalations when necessary.
Tata Trust & GoogleBegusarai
Block Coordinator
04.2014 - 06.2017
Job overview
- Providing, coordinating and scheduling training for all staff in the use of technology
- Executing and extending the Foundation's comprehensive IT strategy, including creation of project plans, time schedules, equipment and cost estimates for short training period
- Lead the Information Technology function on behalf of an amazing nonprofit
Campuscover.comBegusarai
Business Development Executive
09.2012 - 02.2014
Job overview
- Collaborated with sales and marketing departments to support client acquisition.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Identified business development challenges and customer concerns for proactive resolution.
Education
Lalit Narayan Mithila University, Darbhanga
Bachelor of Arts from English Literature
02.2009 - 05.2012
Skills
Complaint resolution
Software
Jira
Salesforce
Timeline
Sr. Executive C.S. (Technical Specialist)
IEnergizer-Roblox
04.2022 - Current
Sr. Executive C.S. (Technical Support)
IEnergizer-Electronics Arts
07.2021 - 04.2022
Social Media Executive
Cherry E-commerce Services Pvt. Ltd.
08.2017 - 12.2019
Block Coordinator
Tata Trust & Google
04.2014 - 06.2017
Business Development Executive
Campuscover.com
09.2012 - 02.2014
Lalit Narayan Mithila University
Bachelor of Arts from English Literature
02.2009 - 05.2012
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