DEVASSY JOSEPH
Support Specailist
Bengaluru,KA
Summary
Highly skilled support specialist with expertise in efficiently managing information, addressing technical concerns, and delivering exceptional team member support. Self-directed and knowledgeable, with a strong ability to build relationships and think critically. Several years of experience in the technology field, committed to providing effective solutions and ensuring seamless operations.
Overview
12
12
years of professional experience
2014
2014
years of post-secondary education
Work History
Support Specialist
Quotient Technology
10.2020 - Current
- Promptly handled an average of 80 customer inquiries and complaints per day with satisfaction rate
- Documenting customer interactions and reduce on-boarding time when new representatives interact with customers
- I worked on Jira tickets and provided access to tools for internal and external employees, which included SQL to check if access is provided correctly
- Keeping track of client accounts and interactions using Salesforce
- Trained the new employees
- Helped in adding new templates and adding new FAQs into the app
- Doing Quality checks
Senior Process Executive
Infosys Ltd
02.2016 - 02.2020
- Working for Technical support in international voice process for 'British Telecom'
- Answer participant questions, as well as question participants to obtain full understanding of what information is being requested
- Document all calls and chats with regards to participant inquires accurately Tracking System
- Clearing the issues of the customer by performing the diagnostic test
- Provide quality customer service on every call
- Working in the Auto fix cases offline to clear the issue remotely and adding the updates to the tracker
- Helping the communication provider in the failed retest query
- Logging the fault for the customer and booking the appointment for the engineer
PHP developer
Bramma IT Solution, IDEAS.inc
07.2013 - 01.2014
- Roles: Enhance existing systems by analyzing business objectives, preparing an action plan and identifying areas for modification and improvement
- Investigate and develop skills in new technologies
- Create technical specifications and test plans
- Involves in various stages of software development like analysis, designing, implementation, testing
- Providing training for the trainees in PHP and framework, Job Description: Creating websites using server-side scripting and client-side scripting
- Produce detailed specifications
- Troubleshoot, test and maintain the core product software and databases to ensure strong optimization and functionality
- Contribute in all phases of the development lifecycle
Education
B-Tech - IT
Tamilnadu College of Engineering
Plus Two - undefined
Mount Carmel School
SSLC - undefined
St Alberts High Scholl
Skills
PHP
HTML
MS Office
Salesforce
Application Support
Customer relationship management
Ticket management
Call management
Technical assistance
Technical documentation
Activities
Actively participated in spreading awareness about our environment and participated in CSR activities at Quotient Technology
Timeline
Support Specialist
Quotient Technology
10.2020 - Current
Senior Process Executive
Infosys Ltd
02.2016 - 02.2020
PHP developer
Bramma IT Solution, IDEAS.inc
07.2013 - 01.2014
Plus Two - undefined
Mount Carmel School
SSLC - undefined
St Alberts High Scholl
B-Tech - IT
Tamilnadu College of Engineering