Zendesk
Jishnu M Manoj
Senior Operations Associate
Chennai
Summary
Technical Support Specialist with 4+ years' experience in resolving hardware, software, and network issues. Skilled in customer support, vendor coordination, and tools like Zendesk, JIRA, and Salesforce.
Overview
8
8
years of professional experience
Work History
Senior Operations Associate
Opendoor
11.2022 - Current
- Managed customer feedback and incident resolution through Zendesk by triaging tickets, prioritizing issues, and ensuring timely resolution within defined SLAs; consistently upheld high service standards and empathetic communication.
- Recognized for excellence in customer support, maintaining strong SLA performance, improving response times, and collaborating effectively across teams to deliver quality outcomes.
Technical Support Engineer
CSS Corp Private Limited
10.2020 - 12.2021
- Provided end-to-end technical support including installation, troubleshooting, and network setup across Windows, Android, and iOS.
- Experienced in Salesforce, ticket handling, and upselling premium support for Netgear project.
- Upselling premium/extended support plans to enhance customer satisfaction.
Associate - IT Helpdesk
Sutherland Global Services
12.2019 - 07.2020
- Provided Level-1 technical support for software, hardware, and network issues; escalated complex cases to Level-2.
- Supported customers on Symantec-Norton products across various software versions and systems.
CNC Lathe Machine Operator
SAI CNC Centre
05.2017 - 08.2019
- Optimized material utilization by strategically nesting components for minimal waste during cutting processes.
Education
B.E - Mechanical Engineering
Vel Tech Multi Tech
Chennai, India 03.2012 - 06/2016
Skills
Customer Feedback Management
Software
JIRA
Slack
Timeline
Senior Operations Associate
Opendoor
11.2022 - Current
Technical Support Engineer
CSS Corp Private Limited
10.2020 - 12.2021
Associate - IT Helpdesk
Sutherland Global Services
12.2019 - 07.2020
CNC Lathe Machine Operator
SAI CNC Centre
05.2017 - 08.2019
B.E - Mechanical Engineering
Vel Tech Multi Tech
03.2012 - 06/2016
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