Mahesh Vamsi Medhidha
Senior Technical Support Associate
Hyderabad
Summary
I possess 4.6 years of experience in international chat and technical support. I am a dedicated and enthusiastic individual with a solid foundation in customer support. I am equipped with excellent communication, problem-solving, and interpersonal skills. My proactive approach enables me to guarantee customer satisfaction while positively contributing to the success of my team.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Senior Technical Support Associate
Tech Mahindra (Verizon)
03.2023 - 09.2025
- Key Responsibilities
- -Customer Support & Issue Resolution
- Respond to customer inquiries through live chat, email, or messaging promptly and professionally.
- Troubleshoot and resolve issues concerning: Billing & payments, Account management, Service activation/suspension, Network connectivity & data issues, Device troubleshooting (phones, tablets, internet devices), Plan upgrades/downgrades
- Sales & Retention
- Promote Verizon products and services (e.g., new plans, devices, 5G upgrades).
- Identify opportunities for upselling and cross-selling.
- Assist in customer retention by addressing concerns and providing solutions.
- Technical Support
- Guide customers through the setup of devices, network configurations, and software updates.
- Troubleshoot common issues (e.g., slow internet, call drops, activation errors).
- Escalate complex technical cases to higher-level support when necessary.
- Account & Billing Assistance
- Clearly explain bills, charges, and promotions.
- Process payments, establish autopay, and assist with payment arrangements. Address disputes and refund requests when applicable.
- Compliance & Documentation
- Adhere to Verizon's policies, procedures, and security protocols. Maintain precise records of customer interactions in CRM systems. Comply with data privacy regulations (e.g., verifying customer identity prior to account access).
- Performance Metrics & KPIs
- Achieve or surpass key performance indicators (KPIs) such as: First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores. Chat response time and quality.
Senior Customer Support Associate
Edge Rock Software Solutions Private Limited - Xfinity(Comcast)
02.2021 - 03.2025
- Primary Support Channels: Xfinity Assistant: This is the primary contact point for customer inquiries, specifically designed to address common issues and guide users to the appropriate resources. Nevertheless, numerous customers have reported challenges in reaching live agents through this system.
- Live Agent Chat: Available 24/7, although accessing it may require specific prompts (for instance, typing "representative" or "live chat") or persistence with the Xfinity Assistant.
- To resolve billing concerns, measures include the implementation of e-invoicing to prevent errors, the use of standardized invoice formats for digital processing, and the incorporation of automated data entry and generation to minimize manual input.
- Roles and Responsibilities: Digital Care Team: This team responds to inquiries on the Xfinity Forums, addressing service, billing, and account-related issues. They escalate complex cases to specialized teams (e.g., Xfinity Mobile experts) when necessary.
- Live Agents (via chat/phone): They handle real-time troubleshooting, billing adjustments, and account-specific requests (such as changes to payment methods or service linking). They provide support in multiple languages, including English, Spanish, and ASL.
- Xfinity Mobile Experts: These specialized agents are available via phone, text, or chat for mobile-specific issues, as forum support is limited for security reasons.
- Key Responsibilities: Account Management: Assist with billing disputes, service cancellations (for example, unwanted protection plans), and linking multiple accounts.
- Technical Support: Troubleshoot connectivity issues (such as modem problems or landline outages) and guide customers through self-installation processes.
- Accessibility Services: Provide support to customers with disabilities using tools like the Talking Guide or Adaptive Web Remote.
- Proactive Notifications: Send real-time alerts regarding outages or billing updates via SMS or app notifications.
Education
BSc - Computer Science
NorthEast Frontier Technical University
06.2018
Intermediate - undefined
Narayana Junior College
Kukatpally, Hyderabad03.2015
SSC - undefined
Montessori High School
Nizampet, Hyderabad05.2013
Skills
Microsoft Office
Remote support
Customer support
undefinedAccomplishments
- Resolved 15% of customer issues within 24 hours consistently.
- Earned Hundreds of positive feedback from customers for service quality and support. Implemented feedback process that increased satisfaction ratings by 20%.
Timeline
Senior Technical Support Associate
Tech Mahindra (Verizon)
03.2023 - 09.2025
Senior Customer Support Associate
Edge Rock Software Solutions Private Limited - Xfinity(Comcast)
02.2021 - 03.2025
Intermediate - undefined
Narayana Junior College
SSC - undefined
Montessori High School
BSc - Computer Science
NorthEast Frontier Technical University