Neha Parichha
Bhubaneswar
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Product Support Specialist
Connectwise LLP
Bengaluru
04.2022 - Current
- Set up and manage user accounts, roles, permissions, and security settings
- Resolved 90% of user issues related to ConnectWise Manage by providing technical support through email, chat, phone, and remote desktop applications, enhancing overall user satisfaction by 30% within six months
- Enhanced support efficiency by developing a comprehensive escalation framework for issues exceeding L1/T1 scope, cutting resolution time by 35% and boosting customer retention by 20%
- Maintained documents and records, executed various clerical duties, and performed other tasks as required
- Proficiency with ConnectWise Manage and its various modules
- Customize ConnectWise Manage to fit the organization's workflow and business processes
- Basic understanding of IT service management (ITSM) and professional services automation (PSA) principles
- Delivered training programs and materials for new users and ongoing education for existing users
- Identified product defects and reported them to the development team for resolution.
Customer Support Associate
Tech Mahindra
Bhubaneswar
07.2021 - 04.2022
- Worked for Client - Amazon as Customer Support Associates for International Voice Process for Retail
- Provides prompt, efficient and high quality service to customer through email, phone, and chat
- Maintains high performance metrics such as quality, productivity, first contact resolution, and attendance
- Followed up with customers after each interaction to ensure satisfaction.
- Collaborated with other departments to resolve complex issues quickly.
- Offered guidance on how customers can use products more effectively.
Product Support Engineer
DEll EMC
12.2019 - 10.2020
- Monitored incoming requests from customers via phone, email or online chat platforms.
- Developed and maintained customer service processes for product support operations.
- Resolved the issue of customer over Remote Support
- Worked closely with the Unity Storage Team of Emc Corporation
- Utilized diagnostic tools to identify potential problems within supported systems.
Trainee Engineer
Wipro
10.2019 - 10.2020
- Worked in Linux and Windows OS
- Maintained records of all products tested in accordance with company standards.
- Advised customers on use of products or services.
- Finished projects on time and within budget.
Education
Bachelor's - Computer Application
Utkal University
12.2019
Skills
- Operating System : Linux
Windows
- MYSQL
- Office Tool : Outlook
- Authentication : SSO
MFA
- CRM System : Salesforce
Jira
- Data Visualization Tools : Power BI
Power Point Presentation
MS Excel
- Prompt Engineering
- Support : Remote Support
Application support
Online Chat Support
Soft Skill :
- Teamwork
- Multitasking
- Problem-Solving
- Flexible and Adaptable
- Decision-Making
- Empathy
Declaration
I hereby declare that the above-mentioned information is accurate to the best of my knowledge and belief.
Hobbies and Interests
- Photography
- Travelling
- Badminton
- Crafting
Timeline
Product Support Specialist
Connectwise LLP
04.2022 - Current
Customer Support Associate
Tech Mahindra
07.2021 - 04.2022
Product Support Engineer
DEll EMC
12.2019 - 10.2020
Trainee Engineer
Wipro
10.2019 - 10.2020
Bachelor's - Computer Application
Utkal University
Similar Profiles
Sanu KoushikSanu Koushik
Principal Software Engineer at Connectwise LLPPrincipal Software Engineer at Connectwise LLP
BILAL KHANBILAL KHAN
Principal Application Security Engineer at ConnectWise LLP, MumbaiPrincipal Application Security Engineer at ConnectWise LLP, Mumbai
Levi BensonLevi Benson
I&R Technician at ConnectWiseI&R Technician at ConnectWise