Harshita Raj
New Delhi
Summary
Skilled Application Support executive with 5 years of experience, keen to take ownership of post-release customer satisfaction and technical stability. Comfortable working at multiple scales of support management. Versed in both desktop and mobile platforms. Committed to providing superlative customer care via one-on-one service interactions and large-scale support policy management.
Proven successes in implementing innovative technical support strategies. Adept analyzing valuable support requirements while improving productivity and increasing overall reliability.
Overview
5
5
years of professional experience
Work History
Senior Application Support Specialist
Ecom Express
Gurugram
12.2022 - Current
- Analyzed customer requirements and provided appropriate recommendations for improvement.
- Resolved complex user inquiries related to applications software usage.
- Tested application configurations to ensure optimal functionality.
- Provided technical assistance and support for application software products to end-users.
- Maintained up-to-date knowledge of industry trends and developments in application technology.
- Collaborated with other departments within the organization to ensure successful integration of new applications into existing systems.
- Prepared reports detailing application incidents, resolution times and root cause analysis results.
- Providing last mile operations-related support to the ground team. And provided first call closure to almost 95% cases.
- Ran 25+ support tickets daily with a 97.9% success rate, and implemented best practices for ticket management, which reduced resolution time.
Senior Technical Member
Oyo
Gurugram
09.2022 - 12.2022
- Created technical documentation for internal and external users.
- Resolved escalated customer service issues related to technical problems.
- Developed scripts to automate manual tasks.
- Managed user profiles, security access, and shared file structures.
- Analyzed project requirements to find bugs and eliminate issues.
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Senior Technical Support Executive
FarEye
Noida
01.2020 - 09.2022
- Provided technical support to customers, resolving complex issues and escalating when necessary.
- Resolved customer complaints quickly and efficiently while maintaining high levels of customer satisfaction.
- Assisted with the development of internal procedures for providing technical support services.
- Responded promptly to incoming calls related to technical issues.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Demonstrated advanced product knowledge to solve customer issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Maintained positive working relationship with fellow staff and management.
Education
Bachelor of Technology - Computer Science
Hindu College Of Engineering
Sonepat06-2019
Intermediate -
Kendriya Vidayalaya
New Delhi03-2015
High School -
Kendriya Vidyalaya
New Delhi04-2013
Skills
- Incident Management
- Team Mentoring
- Customer Support
- Trouble ticket maintenance
- Software Debugging
- Training documentation development
- Ticket management
- Application monitoring
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Senior Application Support Specialist
Ecom Express
12.2022 - Current
Senior Technical Member
Oyo
09.2022 - 12.2022
Senior Technical Support Executive
FarEye
01.2020 - 09.2022
Bachelor of Technology - Computer Science
Hindu College Of Engineering
Intermediate -
Kendriya Vidayalaya
High School -
Kendriya Vidyalaya
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