Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jenifer Rajasingh

Technical Support Engineer
Chennai

Summary

Enthusiastic Technical Support Representative with 5 years of helpdesk and customer service experience, specializing in delivering outstanding customer service . Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Engineer

Lyceum Technologies Pvt Ltd / Hippo Video
Chennai
04.2021 - Current
  • Hippo Video is a cloud based video recording software founded by ex-employees of Zoho. It is also G2 category leader for video hosting, sales engagement, and video email.
  • Providing front line phone/email/chat consultation independently to debug reported issues in Hippo Video platform.
  • May participate in a 24x7 Support Operation and 24x7 on-call/chat rotation.
  • Interfacing with Engineering team and assisted the customers with testing or troubleshooting. Replicating customer issues to verify problems and provide feedback to Engineering and Operations teams through Jira.
  • Assisting in developing on-going training programs for the department.
  • Mentoring other engineers on troubleshooting, debugging and case management skills.
  • Assisting clients in integrating our platform with third party softwares like Slack, Hubspot, Salesforce, LinkedIn, Outlook, Gmail, Zoho Desk, Mail-chimp, Freshdesk and Freshservice.
  • Assisting users with billing, suitable plan, cancellation and refund queries.

Senior Assistant Help Desk Technician

DXC Technology
Chennai
03.2020 - 04.2021
  • Queue management, prioritization, and work flow management.
  • Manage and repair IT system. Responsible to diagnose and repair all software/network related issues.
  • Prepared a variety of different written communications, reports, and documents to ensure smooth operations.
  • Install and configure software applications.
  • Documented knowledge base articles.

Senior Process Executive

Cognizant
Chennai
10.2017 - 01.2020
  • Vendor and product detail management.
  • Handled priority incidents and requests.
  • Monitored helpdesk and responded to incoming tickets in Service Now to address support needs via chat, email and phone.
  • Creation and deletion of accounts and managed access control in Active Directory.
  • Managed MS Office license using admin center.
  • Supported users with software, hardware and network issues.

Quality Analyst

Sutherland
Chennai
06.2015 - 12.2015
  • Developed and maintained quality assurance procedure documentation.
  • Partnered with management to create, develop and implement quality initiatives, resulting in agents scoring high PRR-positive response rate.
  • Monitoring incoming chats and emails to provide constructive feedback.
  • Tabulated results to increase visibility.

Education

Bachelor of Information And Technology - Information Technology

Karunya University
Coimbatore
06.2011 - 06.2015

Skills

Basics of networking

undefined

Timeline

Technical Support Engineer

Lyceum Technologies Pvt Ltd / Hippo Video
04.2021 - Current

Senior Assistant Help Desk Technician

DXC Technology
03.2020 - 04.2021

Senior Process Executive

Cognizant
10.2017 - 01.2020

Quality Analyst

Sutherland
06.2015 - 12.2015

Bachelor of Information And Technology - Information Technology

Karunya University
06.2011 - 06.2015

Similar Profiles

CREATE PROFILE
Jenifer RajasinghTechnical Support Engineer