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
2021.04 - 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
2020.03 - 2021.04
- 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
2017.10 - 2020.01
- 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
2015.06 - 2015.12
- 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 2011.06 - 2015.06
Skills
Basics of networking
undefinedTimeline
Technical Support Engineer
Lyceum Technologies Pvt Ltd / Hippo Video
2021.04 - Current
Senior Assistant Help Desk Technician
DXC Technology
2020.03 - 2021.04
Senior Process Executive
Cognizant
2017.10 - 2020.01
Quality Analyst
Sutherland
2015.06 - 2015.12
Bachelor of Information And Technology - Information Technology
Karunya University
2011.06 - 2015.06
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