Summary
Overview
Work History
Education
Skills
Certification
Timeline
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DHAARNISH RS

DHAARNISH RS

Bengaluru

Summary

Results-driven Solution Support Engineer with a passion for delivering exceptional customer service and resolving complex technical issues. Seeking a challenging role to leverage troubleshooting expertise, problem-solving skills, and client communication to contribute to a dynamic team's success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Associate Solution Support Engineer

SAP Labs PVT LTD
Bengaluru
08.2023 - Current
  • Used problem-solving skills to address customer inquiries and issues related to SAP Product: SuccessFactors - Talent in a timely manner, surpassing their expectations.
  • Actively attended various professional development opportunities
  • Tracing activity logs to identify underlying causes of problems.
  • Engaged with Engineering team, sharing insights on product errors.
  • Generated comprehensive documentation of frequently asked questions in support of Knowledge Management.
  • Provided customer education on new feature release while accepting feedback.
  • Ensured prompt resolution of escalated cases.

Support Associate

SAP Labs India PVT LTD
Bengaluru
06.2021 - 07.2023
  • Provided prompt and efficient customer support through various channels (calls, chats, emails).
  • Served as the responsible person to handle incident escalation involving high Account Value from top level management
  • Assisted team members in managing challenging customer scenarios and acting as an escalation point when needed, in addition to offering constructive feedback.
  • Guided and mentored newly hired staff during their onboarding phase.
  • Maintained consistent process quality by conducting regular monthly quality checks.
  • Collaborated in ongoing conference calls with the Global Operations Team, offering valuable input on their specific areas of responsibility
  • Delivered comprehensive and supportive training, mentoring, and coaching as per established protocols. Kept accurate records of the same.

Digital Interaction Executive

PayPal India PVT LTD
Bengaluru
11.2019 - 06.2021
  • Responded to customer inquiries regarding payments via inbound chats.
  • Handled dispute filing process on transactions using reasoning and problem-solving skills
  • Managed account take-over activities and conducted fraud investigations
  • Provided efficient support for customers' questions concerning KYC and KYB procedures
  • Streamlined the completion of KYC and KYB processes, resulting in reduced chargebacks.

Customer Support Executive

[24]7.ai
Bengaluru
06.2017 - 09.2019
  • Handled Live Chats, Email and Short Message Services for US based communication services
  • Trained new employees on tools and usage
  • Driving team towards the satisfaction targets for the day
  • Evaluating chat interactions to see if complies with the Client Policies
  • Worked as Team SPOC, Backup Supervisor and Floor Support.

Education

Computer Science and Engineering -

KGISL Institute of Technology
Coimbatore
04.2017

HSC and SSLC -

Sri Vijay Vidhyalaya Matric. Hr Sec School
Hosur
03.2013

Skills

  • Microsoft Office
  • XML, HTML
  • Java
  • SQL
  • Selenium WebDriver

Certification

Masters in QA Automation at Crio.Do

February 2022 — February 2023
QKart (July 2022)
Automated 20+ test cases and reduced the manual effort.
Used Agile development methodology to complete this project on time.
Qcalc (April 2022)
Built a Simple Calculator using Java
Extend the existing methods to build a scientific calculator

Timeline

Associate Solution Support Engineer

SAP Labs PVT LTD
08.2023 - Current

Support Associate

SAP Labs India PVT LTD
06.2021 - 07.2023

Digital Interaction Executive

PayPal India PVT LTD
11.2019 - 06.2021

Customer Support Executive

[24]7.ai
06.2017 - 09.2019

Computer Science and Engineering -

KGISL Institute of Technology

HSC and SSLC -

Sri Vijay Vidhyalaya Matric. Hr Sec School

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DHAARNISH RS