Dynamic Senior Technical Support Advisor equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Overview
4
4
years of professional experience
Work History
Senior Technical Support Advisor
Concentrix
09.2023 - Current
Diagnosed and troubleshot hardware, software and network issues.
Created user accounts and assigned permissions.
Hands on Experience on Mac and macOS
Handled billing inquiries, refunds, subscriptions and account issues
Front end troubleshot network related issues by checking the DNS, DHCP, SSL, Proxy, firewall
Non-technical Support Advisor
24/7.ai
02.2022 - 05.2023
Handled billing, refunds, subscription and account inquiries
Guided through the purchase of new products
Helped adding new phone lines
Customer retention
Education
Bachelor of Arts - Economics
Lady Keane College Shillong
Shillong, India
10-2020
Higher Secondary School Leaving Certificate Exam -
Lady Keane College
Shillong, India
05-2017
Secondary School Leaving Certificate Examination - N/A
Me.E.C.L Secondary School Sumer
Shillong, India
05-2015
Skills
Customer support
Troubleshooting and diagnosis
Effective communication
Team and Collaborative working
Understanding of Mail Flow concepts and mail protocols such SMTP/POP/IMAP
Ability to handle Media Services such as billing, refunds, purchase errors, subscriptions
Work well under pressure
Strong analytical and problem solving abilities
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Timeline
Senior Technical Support Advisor
Concentrix
09.2023 - Current
Non-technical Support Advisor
24/7.ai
02.2022 - 05.2023
Bachelor of Arts - Economics
Lady Keane College Shillong
Higher Secondary School Leaving Certificate Exam -
Lady Keane College
Secondary School Leaving Certificate Examination - N/A