Suresh Gopi Kondapalli
Sr Customer Support Tier 2
Hyderabad
Summary
Results-driven Technical Support Specialist with a proven track record at 24-7 IntouchCx India Pvt Lmt. Expert in advanced troubleshooting and mobile device support, I enhanced customer experience through effective teamwork and problem-solving. Successfully implemented feedback mechanisms, driving continuous improvement in support services and elevating team efficiency.
Overview
1
1
Language
1
1
Certification
3
3
years of professional experience
Work History
Subject Matter Expert
24-7 IntouchCx India Pvt Lmt
Hyderabad
11.2024 - Current
- Collaborated with cross-functional teams to enhance customer experience and streamline support processes.
- Documented technical solutions and user guides, improving knowledge base accessibility for team members.
- Facilitated training sessions for new staff on troubleshooting techniques and customer service best practices.
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement in support services.
- Monitored ticketing system to prioritize issues and ensure adherence to service level agreements (SLAs).
- Assisted in the escalation of unresolved queries, coordinating with senior technical teams for advanced solutions.
Tier 1 Technical Support Representative
Accenture Pvt Lmt.
Hyderabad
11.2023 - 11.2024
- Assisted clients in navigating technical inquiries through effective communication and problem-solving techniques.
- Documented and resolved customer issues using ticketing systems, ensuring timely follow-up and closure.
- Collaborated with team members to streamline processes, improving response times for technical queries.
- Educated users on software features and functionalities, fostering self-sufficiency in resolving common issues.
- Maintained knowledge base by documenting solutions, contributing to team efficiency and resource accessibility.
Education
BBA - Human Resources Management
Osmania University
Hyderabad08-2023
Skills
Mobile device support
Advanced troubleshooting
Teamwork
Customer service
Problem-solving
Certification
NCC B&C
Timeline
Subject Matter Expert
24-7 IntouchCx India Pvt Lmt
11.2024 - Current
Tier 1 Technical Support Representative
Accenture Pvt Lmt.
11.2023 - 11.2024
BBA - Human Resources Management
Osmania University