Manjunath B
Bangalore
Summary
Results-driven Technical Support Engineer with 9 years of experience providing high-quality customer support and troubleshooting for software and hardware systems. Skilled in resolving complex technical issues, mentoring teams, and ensuring client satisfaction in fast-paced environments. Proven ability to support high-level clients, including CEOs and Board of Directors, utilizing expertise in governance platforms like Diligent Boards and IT service management. Demonstrated proficiency in technical troubleshooting, team leadership, customer success, and documentation management. Experienced in working with global organizations, maintaining SLA standards, and consistently achieving high CSAT scores (98%). Proficient in Salesforce, Microsoft Office 365, VPN, VDI, and security applications.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Diligent Corporation
01.2024 - Current
- Provide technical support and troubleshooting for Diligent Boards, a governance platform, assisting high-level clients, including CEOs and Board of Directors (BODs).
- Handle escalations and collaborate with internal teams to resolve complex issues efficiently.
- Support Manzama, an additional product under the Diligent suite, ensuring seamless user experience.
- Maintain a 98% CSAT score, consistently meeting SLA expectations.
- Utilize Salesforce as a ticketing and case management tool.
- Mentor and train new hires, guiding them in onboarding and best practices.
Senior Technical Support Specialist
Gradient M IT Consulting and Services
01.2021 - 09.2023
- Worked with E-commerce industry-related processes by providing end-user support to the customers who purchase the company products
- Led a team of support engineers, overseeing daily operations, setting performance targets, and ensuring the delivery of exceptional customer service
- Collaborated with product management and development teams to identify and prioritize critical bug fixes and feature enhancements based on customer feedback
- Conducted regular performance evaluations and provided constructive feedback to team members to drive professional growth and development
- Acted as an escalation point for complex technical issues, ensuring swift resolution and client satisfaction
- Developed and implemented new support processes and workflows to enhance efficiency and reduce response times
- Maintained a high level of customer satisfaction by consistently exceeding service level agreements (SLAs) and resolving customer concerns effectively
IT Service Desk Associate - Level 2
Unisys Global Solutions India Pvt. Ltd
06.2018 - 07.2019
- Worked with the software development team on reported errors and bugs on newly released software mainly related to VDI, VPN, INTRANET, and system software updates, and assisted in the deployment of release fixes
- Expert in resolving and troubleshooting Microsoft Office 365 applications, Bit locker Encryption and TPM, Mobility issues (iOS and Android), Operating Systems, Antivirus, Security and Firewall, VPN, VDI, and Intranet issues
- Patched software and installed new versions to eliminate security problems and protect data
- Analyzed Software and Hardware issues to identify troubleshooting methods needed for quick remediation
- Configured hardware, devices, and software to set up workstations for employees
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Engaged end-users and answered questions via email, phone, website live chat, and forums
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, and problems or respond to questions
Technical Support Associate
Accenture Services Pvt. Ltd.
03.2016 - 04.2018
- Serve as customers' primary point of contact, providing timely and efficient technical assistance via phone, email, and chat
- Diagnose and troubleshoot hardware and software issues, ensuring swift resolution and minimizing downtime for clients
- Collaborate with cross-functional teams, including developers and product managers, to address and escalate critical issues, ensuring timely resolution
- Create and maintain comprehensive documentation, including knowledge base articles and troubleshooting guides, to assist customers and internal teams
- Conduct remote troubleshooting sessions and on-site visits when necessary to resolve complex technical problems and ensure customer satisfaction
- Assist in the testing and quality assurance of new software releases, providing valuable feedback to the development team
- Mentor junior support engineers, providing guidance and training to enhance their technical skills and customer service capabilities
- Continuously stay up-to-date with industry trends, emerging technologies, and best practices to provide the highest level of technical support
Customer Service Executive
Concentrix Services India Private Limited
02.2014 - 03.2016
- Level M-02 Business Process Delivery
- Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Described product and service details to customers to provide information on benefits and advantages
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
Education
Diploma - Computer Science
RV College
Bengaluru, India04-2013
SSLC -
Achala Vidya Mandir
01.2010
Skills
- Technical Troubleshooting
- Hardware and Software troubleshooting
- Hardware and Software Diagnostics
- Team Leadership
- Collaboration and Cross-functional Teamwork
- Customer Support
- International Customer Success
- Documentation and Knowledge Management
- Communication and Interpersonal Skills
- Technical Training and Mentoring
- Hardware upgrades
- Software diagnosis
- Desktop support
- Application support
- Advanced troubleshooting
Certification
Jetking - Advance Hardware and Software Troubleshooting, Level - 3
Languages
English
Kannada
Hindi
Disclaimer
I hear by confirm that the information that is mentioned above is true to my best knowledge.
Timeline
Customer Support Specialist
Diligent Corporation
01.2024 - Current
Senior Technical Support Specialist
Gradient M IT Consulting and Services
01.2021 - 09.2023
IT Service Desk Associate - Level 2
Unisys Global Solutions India Pvt. Ltd
06.2018 - 07.2019
Technical Support Associate
Accenture Services Pvt. Ltd.
03.2016 - 04.2018
Customer Service Executive
Concentrix Services India Private Limited
02.2014 - 03.2016
Jetking - Advance Hardware and Software Troubleshooting, Level - 3
Diploma - Computer Science
RV College
SSLC -
Achala Vidya Mandir
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