Kirti Sharma
Technical support engineer
Summary
- Technical Support Engineer with 3 years of experience in troubleshooting and resolving complex software and hardware issues.
- Proven ability to handle high-volume ticketing systems, reduce response times, and enhance user satisfaction across various platforms.
- Adept at creating technical documentation and collaborating with cross-functional teams to ensure seamless product performance and customer support.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
IndyKite
09.2022 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Technical Support Specialist
Whereby
03.2022 - 08.2022
- Troubleshooting and helping debug product features
- Worked with API on postman to reproduce complex issues and find resolutions
- Improved existing workflows to increase efficiency; reduced first response time by 25%
- Actively contribute to the internal and external knowledge base
- Escalations and bug reporting using linear
- Ensuring all defined SLA's are adhered to
- Engage users via in-app chat, email, Slack, and social media and provide phone support
- Created technical support documentation, including online help pages, knowledge base, and FAQ's
- Contributed to the development of eCommerce and WordPress websites
- Improved client satisfaction with provided services by 12% within one year
- Assisted the Team Lead supervisor to train new associates through video simulations
- Recognized as a top-achieving employee by the company executives numerous times
- Managed Social Media across Forums, Facebook, Twitter, and Instagram.
Senior Support Specialist
Hush.ca
10.2018 - 2 2022
- Handled 375 tickets per week in a fast-paced environment
- Fix e-commerce app integrations
- Improved Fraud Detection, reducing fraud refunds by 40%
- Creating a return report system and helping the company discontinue items based on analysis to increase profits by 5%
- Reduced First response time to below 30 minutes
- Worked cross-functional in internal teams
- Worked on collecting and analysing feedback to improve customer satisfaction, resulting in a 4.5 out of 5 score
- Ensure that the product team receives and understands all relevant feedback.
Senior Support Specialist
Turtlemart
11.2015 - 08.2018
- Streamlined support processes for increased efficiency and reduced response times.
- Reduced average call resolution time by implementing targeted process improvements and training initiatives.
- Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Support Analyst
The Clay Media
11.2014 - 10.2015
- Creating tickets over various platforms like Jira and Zendesk
- Being the main point of contact between the client and the developing team in another country
- Following standard procedures for proper escalation of unresolved issues
- Resolving customer inquiries, communicating with them via email and chat on Zendesk and Gorgias
- User data analysis.
Education
Computer Science - ENGLISH
Bachelor of Technology - Computer Science
VIT, India
01.2011 - 04.2015
Skills
SQL
Python
Salesforce
HTML
CSS
CMS
CRM Systems
Troubleshooting
Ticketing Systems
Remote Support Tools
Cross-functional Teamwork
Training and Mentoring
Timeline
Technical Support Engineer
IndyKite
09.2022 - Current
Technical Support Specialist
Whereby
03.2022 - 08.2022
Senior Support Specialist
Hush.ca
10.2018 - 2 2022
Senior Support Specialist
Turtlemart
11.2015 - 08.2018
Customer Support Analyst
The Clay Media
11.2014 - 10.2015
Bachelor of Technology - Computer Science
VIT, India
01.2011 - 04.2015