Hemanth B U
Bengaluru
Summary
I have extensive experience as a Sr. Product Support Engineer / Customer Support L1.
Throughout career, have consistently demonstrated a strong commitment to delivering exceptional customer service.
Expertise lies in addressing and resolving complex technical issues associated with the company's products.
Customer-centric approach has been a cornerstone of our work,
emphasizing the importance of coustomer satisfaction in every interaction.
Over the years, we have encountered a diverse form of technical issues, allowing to refine the ability to adapt to new challenges swiftly.
This adaptability, combined with a decade of experience, positions as a professional capable of navigating the
complexities of product support while maintaining a focus on meeting and exceeding customer expectations.
Overview
8
8
years of professional experience
Work History
Sr. Customer Support L1/Technical Customer Support Specialist
KinfoTech Pvt Ltd
07.2019 - Current
- Tracked changing software and technologies with potential to impact customer requirements.
- Assisted sales team by creating and maintaining supporting data files.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- We managed over 50 Customer Calls per day.
- Recognized escalation needs and connected customers with advanced support staff.
- We increased 15 percentage Sales by effictively handeling the Custome.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Worked within task management system to receive, manage, and close support requests.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
Custome Support L1
Learning Brite Technologies Private Limited
08.2015 - 06.2019
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Maintaining and updating technical documents and procedures.
- Responsible for reports, requests (like RFP), Maintaining SLA (Service Level Agreement) and account payable records
- I also worked in UNIX environment.
Education
Bachelor of Engineering - Mechanical Engineering
Government Engineering College
Hassan06.2011
Skills
- Account Administration
- Customer Service
- Call Management
- Application Support
- Technical Troubleshooting
- Device Installation
- Requirements Definition
- Documentation Development
- Component Replacement
- User Support
- Online Chat Support
- Supply Management
- System Optimization
- Report Preparation
- System Maintenance
- Customer Needs Assessment
- Incoming Call Management
- Delivery Management
- Technical Documentation
- Customer Service Expert
- MySQL
- Friendly and Patient
- Creative Issue Resolution
- Inventory Procedure Documentation
- Analytical and Methodical
- Staff Education and Training
- System Configuration
- Teamwork and Collaboration
- Auditing Service Requests
- Highly Professional
- Support Services
- Emergency Service Coordination
- System Performance Assessments
- Call Center Operations
- TCP/IP
- Organizational Skills
- Technical Documents Comprehension
- Customer Communication and Empathy
- Remote Technical Support
- Technical Issues Analysis
- Microsoft Windows and Office
- Database Management
- Problem-Solving
- Collaborative Team Player
- Attention to Detail
- Tracking and Documentation
- Training Materials Development
- Active Listening
- Troubleshooting Network Issues
- Application Installations
- Interpersonal Skills
Timeline
Sr. Customer Support L1/Technical Customer Support Specialist
KinfoTech Pvt Ltd
07.2019 - Current
Custome Support L1
Learning Brite Technologies Private Limited
08.2015 - 06.2019
Bachelor of Engineering - Mechanical Engineering
Government Engineering College
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