Ganesh S
Bangalore
Summary
Dynamic Technical Support Team Lead with a proven track record at SolarEdge Technologies, enhancing issue resolution speed by 15% and improving SLA metrics. Skilled in team management and problem-solving, I excel in high-pressure environments, driving customer satisfaction and operational efficiency through effective communication and technological expertise.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Team Lead
SolarEdge Technologies PVT LTD
Bangalore
01.2024 - 04.2025
- Enhanced issue resolution speed by 15% through management of technical service team of 20.
- Enhanced issue resolution speed by 15% through management of technical service team of 20.
- Improved SLA metrics by 20% and increased customer satisfaction.
- Supervised diverse team of 25 members, including shift leads, to optimize workflow processes.
- Supervised diverse team of 25 members, including shift leads, to optimize workflow processes.
- Improved SLA metrics by 20% and increased customer satisfaction.
- Implemented best practices for call handling and customer interaction.
- Led an interview panels, hiring over 40 candidates and streamlined on-boarding process.
- Reduced the escalation rates and improved the FCR by 25% through structured feedback.
Shift Leader
SolarEdge Technologies PVT LTD
Bangalore
05.2021 - 12.2022
- Supervised daily operations, ensuring adherence to safety regulations and quality standards for optimal workplace safety.
- Trained new employees on operational procedures and equipment usage, improving onboarding and operational readiness.
- Coordinated shift schedules to optimize workforce productivity and resource allocation.
- Monitored inventory levels, ensuring timely reordering of essential supplies to maintain uninterrupted operations.
- Resolved operational issues promptly, maintaining seamless production and service delivery.
Technical Service Specialist-Tier 2
SolarEdge Technologies PVT LTD
Bangalore
01.2020 - 05.2021
- Provided technical support for troubleshooting solar energy systems, improving customer satisfaction.
- Scheduled installations with field teams to ensure timely service delivery and customer satisfaction.
- Scheduled installations with field teams to ensure timely service delivery and customer satisfaction.
- Recorded service calls and customer interactions in CRM software, ensuring accurate documentation for future reference.
- Assisted in onboarding new employees through training on service protocols.
Technical Service Specialist-Tier 1
SolarEdge Technologies PVT LTD
Bangalore
07.2018 - 01.2021
- Troubleshot solar energy product issues, providing critical technical support to ensure customer satisfaction.
- Resolved technical inquiries promptly, delivering timely solutions that improved customer experience.
- Enhanced client loyalty through clear communication and swift resolution of concerns, fostering long-term relationships.
- Achieved recognition as best service person of the quarter on two occasions.
Solutions Engineer
Spreads IOT Solutions
Thrissur
04.2017 - 07.2018
- Coordinating automation work in 3242 branches of Manappuram Finance Ltd.
- Completed and guided over 100 automation projects across India, enhancing operational efficiency.
- Completed and guided more than 100 automation works all around India.
- Worked with all types of automation products and security system.
- Maintained various tools and equipment, ensuring proper functionality.
- CCTV work in Larsen & Toubro Vadodara, Gujarat.
- Coordinated automation implementation in 3242 branches of Manappuram Finance Ltd, ensuring compliance with safety standards.
- Coordinated CCTV and network automation in 327 branches of Max Value Pvt Ltd, improving security measures.
- Maintained various tools and equipment and executed multiple clerical duties as assigned by the supervisor.
Education
Bachelor of Electrical Engineering -
IES College of Engineering
Thrissur, Kerala 06.2013 - 04.2017
VHSE Thrissur
Thrissur, 08.2011 - 05.2013
Kendriya Vidyalaya
ThrissurSkills
- Customer Support Leadership
- Technical Troubleshooting
- Technological Expertise
- Problem-solving
- Analytical Skills
- Detail-oriented
- Time Management
- Adapts under pressure
- Teamwork
- Communication Skills
- Customer support
Languages
English
First Language
Malayalam
Upper Intermediate
B2
Hindi
Upper Intermediate
B2
Tamil
Upper Intermediate
B2
Timeline
Technical Support Team Lead
SolarEdge Technologies PVT LTD
01.2024 - 04.2025
Shift Leader
SolarEdge Technologies PVT LTD
05.2021 - 12.2022
Technical Service Specialist-Tier 2
SolarEdge Technologies PVT LTD
01.2020 - 05.2021
Technical Service Specialist-Tier 1
SolarEdge Technologies PVT LTD
07.2018 - 01.2021
Solutions Engineer
Spreads IOT Solutions
04.2017 - 07.2018
Bachelor of Electrical Engineering -
IES College of Engineering
06.2013 - 04.2017
VHSE Thrissur
08.2011 - 05.2013
Kendriya Vidyalaya