Kevin Eliezer W
Summary
Experienced technical support professional dedicated to providing dependable solutions for technical issues. Skilled in troubleshooting and resolving customer concerns, leading to enhanced service quality. Recognized for collaborative teamwork and adaptability, maintaining consistent performance in fast-paced environments. Proficient in technical troubleshooting and effective customer communication, valued for reliability and flexibility.
Overview
6
6
years of professional experience
Work History
Technical customer support Engineer
SaasAnt Infotech PVT
07.2023 - Current
- Customer Support: Respond to customer inquiries promptly via email, phone, or chat, and resolve technical issues related to our software products.
- Troubleshooting: Identify and troubleshoot software and hardware issues, providing solutions or workarounds as necessary.
- Documentation: Create and maintain detailed documentation of customer interactions, technical solutions, and support processes.
- Collaboration: Work closely with the development and product teams to escalate complex issues and contribute to continuous improvement of products based on customer feedback.
- Training: Assist in creating customer training materials and conduct online training sessions as needed.
- Customer Satisfaction: Ensure a positive customer experience by effectively managing customer expectations and providing timely updates.
- Collaborated with cross-functional teams to optimize product functionality and performance.
- Monitoring: Monitor the job in the backend using Grafana for a smooth operation of the application
- Incident management: Coordinate with relevant team and resolve critical incident in the production environment
Netflix- Account management Associate
Sutherland Global Limited
03.2023 - 07.2023
- Helping customers in maintaining their account completely, right from signing the process- payment related issues and also trouble shooting steps when they encounter a error while streaming.
Customer Service Representative
Amazon Development Centre India Private Limited – Customer Service
08.2019 - 05.2022
- Customer Service Representative (12 months) - Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns. Developed and actualized customer service initiatives to decrease wait times. Improved customer satisfaction ratings by addressing issues and fostering timely resolution. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Amazon Prime & Fresh (2 months) - Responsible for queries regarding basic technical issue related to prime videos and helping the customers in resolving the issue related to delayed delivery.
- Large Appliance Department (5 months) – Responsible for queries regarding the product details, scheduling installation and services. Also contacting Brands on behalf of the customer when the issue is out of reach for Amazon.
- Concession Abusive Prevention [CAP] (6 months) - Responsible to check with the fraudulent activity by accessing customer’s accounts and their trends and work closely with the adjacent team to block accounts and stop the fraudulent activity.
- International Non-Voice Process (Spanish-3months) - Responsible for the quires which come via emails and help the customers as per the queries.
- Subject Matter Expert [SME] (3 months) – Helped team of 13 new hires by giving clarity on the process knowledge and understanding company’s policies. This helped them to work proactively and achieve their goal.
- Resolution Specialist [RS] (2 months) – Responsible for investigating claims and analyzing supporting documents to resolve complaints. Raising Trouble Ticket (TT) when required and assigning it to the relevant team.
Education
Bachelor of Engineering - Electrical and Electronics
RVS College of Engineering and Technology
Higher secondary and high school - undefined
SRI JAYENDRA SARASWATHY VIDYALAYA SENIOR SECONDARY School
Skills
- Personal Management Skill
- Proficient in ticketing systems
- Remote support
- Technical application support
- Incident response coordination
- Escalation management
- Customer service
- Verbal and written communication
- Ticket management
- Product issue resolution
- Technical issues analysis
- Product knowledge
- Critical analysis
- IT technical support
Proficiency in languages
Language: English, Speak: Yes, Read: Yes
Language: Tamil, Speak: Yes, Read: Yes
References
Satish Chandra, Mohan, Team Manager, satish.chandramohan@sutherlandglobal.com, Sutherland Global Service Private Limited-Netflix, Chennai
Timeline
Technical customer support Engineer
SaasAnt Infotech PVT
07.2023 - Current
Netflix- Account management Associate
Sutherland Global Limited
03.2023 - 07.2023
Customer Service Representative
Amazon Development Centre India Private Limited – Customer Service
08.2019 - 05.2022
Higher secondary and high school - undefined
SRI JAYENDRA SARASWATHY VIDYALAYA SENIOR SECONDARY School
Bachelor of Engineering - Electrical and Electronics
RVS College of Engineering and Technology
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