A Alaina Tanaaz
Mysore
Summary
Diligent Senior Product Support Analyst with expertise in providing advanced technical support and resolving complex product issues. Successfully managed critical escalations, ensuring high customer satisfaction and operational efficiency. Demonstrated proficiency in troubleshooting and root cause analysis, effectively communicating solutions to cross-functional teams.
Overview
5
5
years of professional experience
Work History
Product Technical Support Analyst
FIS Global Business Solutions Private Limited
Chennai
06.2023 - Current
- Managed approximately 20 incoming calls and a maximum of 40 tickets per day from the clients.
- Responded to clients enquiries and provided technical assistance over the phone.
- Worked on over 30 products and more.
- Worked with different tools, namely ServiceNow and NICE.
- Performed account unlocks and password resets for the client's account.
- Performed account resets and unlocks using MOCHA SOFT, FIS Online Loyalty Manager, etc.
- Performed password resets and unlock for the clients using Active Directory.
- Managed tickets and calls related to information security.
- Managed tickets and calls related to the India Markets.
- Performed password resets and unlocks for FIS accounts for the clients of the Indian Markets.
- Managed to arrange bridge calls with the clients to communicate and resolve the issue.
- Achieved service level and quality targets.
- Maintained good working relationships with my colleagues.
- Prepared range of written communications, documents and reports.
- Actively listened to customers to fully understand requests and address concerns.
Technical Support Associate
Mphasis Limited
Bengaluru
10.2021 - 03.2023
- Resolved technical issues by troubleshooting issues related to laptops and desktops.
- Diagnosed and troubleshoot hardware and software issues.
- Handled escalated calls and providing Technical support to end users.
- Responded to customer inquiries and provided technical assistance over phone and chats.
- Successfully solved the queries of the customers with enhanced navigation using Customer Support Central by researching issues on various computer system and databases.
- Worked with many tools namely Workspace, CDAX, Omnichannel, Dispatch Self Learning Tool, Part Recommendation Engine Tool etc.
- Monitored system performance to identify potential issues.
- Managed approximately 30 incoming calls per day from customers.
Education
B.E. Computer Science And Engineering -
CSI College of Engineering
Ooty, TN09-2021
Skills
- Technical troubleshooting
- Excellent communication skills
- Email and Phone Support
- Performance Metrics (KPIs, SLAs)
- B2B Communication
- CRM and Ticketing Systems
- Microsoft Office
- ServiceNow
- Active Directory
- Miser/BI
- Information Security
- Escalation handling
Timeline
Product Technical Support Analyst
FIS Global Business Solutions Private Limited
06.2023 - Current
Technical Support Associate
Mphasis Limited
10.2021 - 03.2023
B.E. Computer Science And Engineering -
CSI College of Engineering