Karthik Zilkar
Senior Consultant – Customer Support
BENGALURU,GA
Summary
Customer Support and Technical Support professional with 5+ years of experience in delivering high-quality customer service, resolving technical issues, and managing escalations. Experienced in troubleshooting, incident management, and client relationship management across global environments. Skilled in improving customer satisfaction through effective communication, problem-solving, and process improvement.
Overview
10
10
years of professional experience
Work History
Senior Consultant – Customer Support
24-7 Intouch
04.2024 - Current
- Provide technical support to customers and resolve issues efficiently to ensure high customer satisfaction.
- Handle client, social media, and BBB escalations while ensuring timely resolution.
- Perform Wi-Fi troubleshooting and assist customers with connectivity related issues.
- Generate and maintain PO and warehouse reports for operational tracking.
- Provide guidance to customers on best practices for product usage and service optimization.
Implementation Specialist – Technical Support
Regalix India Pvt Ltd (Google Project)
07.2022 - 05.2023
- Assisted advertisers with Google Tag implementation for website tracking and analytics.
- Supported clients in implementing tracking codes to monitor website performance and user data.
- Worked with Google Ads and Google Analytics to support campaign tracking and optimization.
- Provided technical assistance for websites built on Shopify and WordPress CMS platforms.
- Managed multiple projects including BAU (Business as Usual) and Live Transfer projects.
- Evaluated existing processes to identify strengths and improvement opportunities.
Senior Consultant – Technical Support
Hinduja Global Solutions (HGS)
01.2016 - 03.2018
- Performed remote troubleshooting with partner technicians to resolve issues without on-site visits.
- Coordinated dispatch of technicians to field locations when remote resolution was not possible.
- Handled client and partner escalations while ensuring service level compliance.
- Managed supervisor escalation calls and assisted customers with complex technical issues.
- Supported and guided new associates with process knowledge and issue handling.
Education
High School Diploma -
Nobel Sr. Secondary College, Bengaluru
04.2001 -
Skills
Customer Support & Relationship Management
Technical Troubleshooting
Incident & Escalation Management
Complaint Resolution
Customer Experience Management
Active Listening & Effective Communication
Conflict Management
Problem Solving & Analytical Thinking
Time Management & Multitasking
Process Improvement
Knowledge Base Documentation
Team Collaboration
Attention to Detail
Timeline
Senior Consultant – Customer Support
24-7 Intouch
04.2024 - Current
Implementation Specialist – Technical Support
Regalix India Pvt Ltd (Google Project)
07.2022 - 05.2023
Senior Consultant – Technical Support
Hinduja Global Solutions (HGS)
01.2016 - 03.2018
High School Diploma -
Nobel Sr. Secondary College, Bengaluru
04.2001 -