Nidhika
Amritsar
Summary
Technical Customer Support Specialist with proven expertise in Apple ecosystem support. Achieved a 20% increase in customer satisfaction through effective root-cause analysis and problem resolution. Strong communication skills and process improvement capabilities utilized to enhance service quality and efficiency in collaboration with cross-functional teams. Proficient in CRM systems and technical troubleshooting, ensuring optimal customer experiences.
Overview
5
5
years of professional experience
Work History
Technical Customer Support Specialist
Teleperformance
2024.07 - Current
- Provided real-time support for Apple customers regarding iPhone, iPad, Mac, and AirPods issues.
- Investigated and resolved complex technical problems while ensuring timely complaint resolution.
- Delivered customized solutions, including refunds, replacements, and troubleshooting recommendations.
- Collaborated with cross-functional teams to refine processes and elevate customer experience.
- Maintained accurate records of complaints and resolutions in CRM systems for compliance.
- Documented customer interactions in ticketing system for future reference and quality assurance.
- Troubleshot software issues utilizing diagnostic tools and remote access solutions.
- Assisted in developing training materials for onboarding new support team members.
Desktop Support Engineer
Fotografik Pvt. Ltd.
2021.07 - 2022.04
- Diagnosed hardware, software, and networking issues to resolve technical complaints effectively.
- Documented recurring issues and provided insights to management for process improvements.
- Developed structured solutions for repetitive customer concerns to enhance service efficiency.
Customer Support Specialist
Tech Mahindra
2020.03 - 2021.03
- Addressed high-volume customer queries with empathy and professionalism.
- Managed escalated issues by providing accurate solutions and escalating unresolved complaints.
- Audited customer account information to identify and resolve discrepancies.
- Ensured compliance with company standards while fostering strong customer relationships.
- Delivered technical support by promptly responding to inquiries and resolving issues.
- Enhanced customer satisfaction through effective communication and problem-solving techniques.
Education
BCA -
IGNOU
08.2024
Diploma in Hardware and Networking Engineering -
Jetking
01.2020
12th -
SSSS Khalsa Sen. Sec. School
01.2015
Skills
- Complaint handling and escalation management
- Root-cause analysis and problem resolution
- Apple ecosystem support (iPhone, iPad, Mac, AirPods)
- Quality assurance and performance auditing
- Process improvement and documentation
- Regulatory compliance awareness
- Communication and mentoring skills
- Microsoft Office Suite
- CRM systems expertise
- Technical troubleshooting
- Remote access support
- Software diagnostics and installation
- Appointment scheduling
- LAN/WAN management
- Service support and product troubleshooting
Languages
- English
- Hindi
- Punjabi
Timeline
Technical Customer Support Specialist
Teleperformance
2024.07 - Current
Desktop Support Engineer
Fotografik Pvt. Ltd.
2021.07 - 2022.04
Customer Support Specialist
Tech Mahindra
2020.03 - 2021.03
BCA -
IGNOU
Diploma in Hardware and Networking Engineering -
Jetking
12th -
SSSS Khalsa Sen. Sec. School