N Kranthi Kumar
Hyderabad
Summary
Experienced senior associate in technical support at Tech Mahindra, focused on resolving complex technical problems and increasing customer satisfaction. Demonstrates proficiency in ServiceNow and Salesforce, employing strong communication skills to implement effective solutions. Noted for improving response times and refining support processes, ensuring efficient user experiences across various platforms.
Overview
5
5
years of professional experience
Work History
Senior Associate Technical Support
Tech Mahindra
Hyderabad
02.2021 - Current
- BOH client - Telstra
- Making outbound calls, taking inbound calls, and chatting as per the volume, while isolating, troubleshooting, and providing resolution to the customers regarding their internet, home phone, Telstra emails, and ISP issues.
- Providing effective resolution to customers through quality communication.
- Providing support to end users on a variety of issues. Identifying, researching, and resolving the technical problems.
- Provided real-time troubleshooting support for Microsoft Teams, ensuring seamless communication and collaboration for customers.
- Troubleshooting problems with Internet services, system issues, Wi-Fi, modem router boxes, and email issues.
- Telephone line issues, such as being unable to make and receive calls, noise on the phone line, and the line getting cut, etc.
- Documenting, tracking, and monitoring the problem to ensure a timely resolution.
- Relying on instructions and pre-established guidelines to perform the functions of the job.
- Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Resolving technical problems.
- Collaborated with cross-functional teams to diagnose and resolve complex Teams-related problems, including connectivity, configuration, and user access.
- Achieved excellent Employee Net Promoter Score (eNPS) ratings.
- Consistently met or exceeded performance targets and SLAs.
- Demonstrated strong communication and problem-solving skills.
- I have worked with tools like ServiceNow, Salesforce, Splunk, VDI, SharePoint, AWBT, Softphone, LiveEngage, NEM-DMS Tool, Siebel, Modini, T&DM, CRD Live Tool, Broadband Assurance Tool, and NBN Co. Portal, Wugium.
Education
B.Com -
Rabindranath Tagore University
Narayana Jr. college
Ananda Jyothi high school
Skills
- MS Office
- operating Windows with different platforms
- ServiceNow
- VLOOKUP
- Salesforce
- Outlook
Hobbies and Interests
- Traveling and meeting new people
- Surfing internet
- Cooking
Personal Information
- Date of birth: 02/27/94
- Gender: Male
- Nationality: Indian
- Marital status: married
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Telugu
Native
Native
Disclaimer
I hereby declare that the details furnished above are true to the best of my knowledge, and I bear the responsibility for the correctness of the above-mentioned particulars
N Kranthi.
Timeline
Senior Associate Technical Support
Tech Mahindra
02.2021 - Current
B.Com -
Rabindranath Tagore University
Narayana Jr. college
Ananda Jyothi high school