SalesForce, Zendesk, ZOHO CRM, HubSpot, Oracle Fusion, Oracle 11G, Dynamics 365, Sage, SQL, UNIX
JevaKumar Padmanaban
Technical Support Engineer
Avadi,TN
Summary
International Customer Solution Representative supporting US customers with product complaint handling, ticket triage, and resolution coordination. Partners with Product Engineers and the HubSpot coordinator to route thermal and engineering issues, improve process flow, and keep responses moving. Trains 4 team members on the ticketing system, evaluates first-response and resolution performance, and builds FAQs from repeat account questions.
Overview
2
2
Languages
17
17
years of professional experience
Work History
International Customer Solution Representative
Boyd Corporation
chennai, Tamilnadu
05.2022 - 08.2026
- Partnered with product engineers to resolve and advance product-related issues concerning thermal and engineering solutions.
- Trained 4 team members on ticketing system, enhancing efficiency in managing customer inquiries.
- Assess trainee performance and suggest methods to expedite first response time and resolution time.
- Partnered with HubSpot coordinator to formulate cutting-edge process improvement proposals.
- Created comprehensive FAQs for support tools in response to recurring account questions.
- Boyd Corporation Chennai
Senior Customer Executive (US)
Ansio Solutions
chennai, Tamilnadu
07.2019 - 03.2020
- Established and maintained strong client relationships, serving as trusted advisor and advocate for Ansio Solutions.
- Proactively communicate with clients to understand their business needs and challenges, ensuring alignment with Ansio Solutions' offerings.
- Manage client expectations and address any concerns promptly and professionally.
- Monitored client satisfaction levels and proactively addressed issues or concerns to foster positive client experiences.
- Gathered and analyzed client feedback to identify improvement areas, enhancing Ansio Solutions' products, services, and customer experience.
- Ansio Solutions, Chennai
Senior Technical Support Engineer
Tech Mahindra BPS Ltd.
chennai, Tamilnadu
01.2018 - 05.2018
- Actively detected and rectified customer concerns, improving overall customer satisfaction and refining troubleshooting workflows.
- Demonstrate superior communication abilities by maintaining empathetic and consistent dialogues with customers throughout troubleshooting, effectively handling expectations and delivering prompt updates.
- Captured comprehensive records of customer interactions, issue specifics, and resolution methods to support knowledge sharing and advance ongoing process enhancement.
- Coached junior technical support engineers, enhancing skill sets and encouraging teamwork in learning atmosphere.
- Tech Mahindra BPS Ltd, Chennai
Application Support Engineer
Helios & Matheson Pvt Ltd
chennai, Tamilnadu
08.2012 - 02.2014
- Enhanced application documentation by updating user manuals, knowledge base articles, and training materials for improved user experience.
- Confirmed documentation precision and alignment with Bank of America standards, guaranteeing representation of most recent application features.
- Handled customer inquiries related to application functionality and technical issues promptly through phone and ticketing system.
- Delivered articulate and concise explanations of issues, facilitating structured troubleshooting support.
- Helios & Matheson Pvt Ltd, Hyderabad
Senior Technical Support Executive
Sutherland Global Services
chennai, Tamilnadu
10.2010 - 04.2012
- Identified and diagnosed network or device-related problems, improving customer satisfaction by resolving issues like slow internet speeds and connection interruptions.
- Utilized diagnostic tools and troubleshooting techniques to determine root causes, enhancing service reliability and reducing repeat incidents.
- Implemented effective solutions, including modem resets, software updates, and hardware replacements, to restore service functionality swiftly.
- Sutherland Global Services, Chennai
- Led cross-functional teams to implement strategic initiatives enhancing operational efficiency.
- Developed and executed long-term business plans aligning with organizational goals.
- Analyzed market trends to inform decision-making and drive competitive advantage.
Customer Support Executive
Sitel India PVT LTD.
chennai, Tamilnadu
07.2009 - 10.2010
- Handled customer inquiries, complaints, and feedback to ensure satisfaction and foster positive relationships.
- Utilized diagnostic tools, analyzed error logs, and escalated complex issues to senior technicians.
- Provided updates on issue resolution timelines, managed customer expectations, and collaborated with internal teams to enhance service delivery.
- Sitel India PVT LTD, Chennai
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed transactions accurately while maintaining compliance with company policies and procedures.
- Collaborated with team members to streamline service delivery processes, enhancing overall efficiency.
Education
B. Tech. - Information Technology
MNM Jain College of Engineering
Chennai01-2009
Skills
Remote access tools
Documentation & knowledge base
Written & oral communication
Cross-functional team collaboration
Problem solving
Ticket triage
Escalation management
Incident troubleshooting
Knowledge article creation
Customer issue resolution
Technical training
Mentoring
Process improvement
Support quality monitoring
Root cause analysis
Software
Timeline
International Customer Solution Representative
Boyd Corporation
05.2022 - 08.2026
Senior Customer Executive (US)
Ansio Solutions
07.2019 - 03.2020
Senior Technical Support Engineer
Tech Mahindra BPS Ltd.
01.2018 - 05.2018
Application Support Engineer
Helios & Matheson Pvt Ltd
08.2012 - 02.2014
Senior Technical Support Executive
Sutherland Global Services
10.2010 - 04.2012
Customer Support Executive
Sitel India PVT LTD.
07.2009 - 10.2010
B. Tech. - Information Technology
MNM Jain College of Engineering