Jack Ruben S
Chennai
Summary
Dynamic Technical Support Associate with a proven track record in technical troubleshooting and stakeholder collaboration. Expertise in analyzing support trends and enhancing product functionality, leveraging SQL skills to drive meaningful improvements. Committed to ensuring exceptional customer satisfaction through clear communication and effective problem-solving strategies. Results-oriented professional dedicated to delivering high-quality support in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Associate
Influx Integrated Solutions Pvt Ltd
12.2022 - Current
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Assisted customers with various technical issues via email and live chat.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to customer inquiries and provided technical assistance over email.
- Used SQL to validate test results and recommend corrective actions.
Senior Technical Support Associate
Touch Logic Technologies Pvt Ltd
10.2021 - 11.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over the phone and through email.
- Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with stakeholders and customers to understand the competitive landscape.
- Analyzed user needs to develop technical requirements for custom applications.
- Developed, tested, and implemented system-wide solutions for customer inquiries.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Technical Support Associate
Checktronix India Pvt Ltd
02.2021 - 09.2022
- Responded to customer inquiries and provided technical assistance email.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Product Advisor
India Fillings Pvt Ltd
05.2018 - 07.2019
- Built and maintained productive relationships with new and existing customers.
- Helped customers discover new products with enthusiastic and knowledgeable support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Worked directly with stakeholders and customers to understand competitive landscape.
Education
Bachelor of Technology - Information Technology
Loyola ICAM College of Engineering & Technology
04.2018
Higher Secondary - Maths Computer
Madras Christian College Higher Secondary School
03.2014
Secondary Schooling - Maths Science
Madras Christian College Higher Secondary School
04.2012
Skills
- Effective issue resolution skills
- Effective communication
- Analytical decision-making
- Evaluation of technical challenges
- Critical analysis
- Expertise in advanced Excel functions
- Remote troubleshooting expertise
- Prioritization and scheduling
- Managing API requests
- Customer interaction management
- Proficient in managing multiple tasks
- SQL proficiency
- Proficient in scripting languages
- JIRA project management
- Experienced in PHP development
- Proficient in HTML coding
- CSS implementation skills
- Proficient in JavaScript
Certification
Certification in Automation Testing - 2025
Timeline
Technical Support Associate
Influx Integrated Solutions Pvt Ltd
12.2022 - Current
Senior Technical Support Associate
Touch Logic Technologies Pvt Ltd
10.2021 - 11.2022
Technical Support Associate
Checktronix India Pvt Ltd
02.2021 - 09.2022
Product Advisor
India Fillings Pvt Ltd
05.2018 - 07.2019
Higher Secondary - Maths Computer
Madras Christian College Higher Secondary School
Secondary Schooling - Maths Science
Madras Christian College Higher Secondary School
Bachelor of Technology - Information Technology
Loyola ICAM College of Engineering & Technology
Awards
Best Employee of the Year - 2022, Pinnacle Award of the Year - 2022
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