Nikhil V
Mavelikara
Summary
Seasoned Senior Support Analyst with deep understanding of business and technical requirements. Experience in providing high-quality customer service, identifying process improvements, and troubleshooting complex issues. Strong analytical skills paired with comprehensive knowledge of IT systems and software. Have made significant contributions to previous workplaces by streamlining processes and enhancing system performance.
Overview
15
15
years of professional experience
Work History
Senior Support Analyst
Qube Dynamics Solutions Pvt Ltd
06.2018 - Current
- Providing Technical support via email and chats to global client
- Troubleshooting IPVanish application across multiple platforms
- Assisting clients in configuring VPN Over Various OS like Windows Androids, IOS, Mac OS etc…
- Providing support for the configuring of VPN using OpenVPN client
- Helping configure VPN on various VPN-compatible routers.
- Troubleshooting various connection issues across multiple platforms
- Providing support for various billing issues
- Escalate the reported problems/ issues
Customer Care Executive
Carl Zeiss India (Bangalore) Pvt Ltd
Cochin
09.2017 - 04.2018
- Handling customer queries related to optical lenses via phone and email
- Placing customer orders in the system
- Resolving post-sales customer queries through phone and email
- Outbound sales enquiries
- Investigated customer complaints and provided solutions within acceptable time frames.
- Gathered customer feedback and reported it to management for further action.
- Maintained up-to-date knowledge of product lines, pricing plans, and warranties.
- Tracked customer order statuses using various systems including CRM software.
- Answered customers' questions about services and products offered.
- Recorded details of all inquiries, complaints, and comments.
Process Associate
Art Technology & Software India Pvt Ltd
Cochin
05.2014 - 05.2017
- Monitoring and auditing the core financial processing application, and carrying out checks while capturing results and reporting to the operations management team in the UK via email or phone.
- Handling client calls related to financial application errors.
- Immediate escalation of potential issues, as per defined processes.
- We are continually improving the effectiveness and targeting of monitoring.
- We are providing insights to clients and colleagues by monitoring.
- Identified potential risks associated with processes and recommended corrective actions.
- Analyzed existing processes to determine areas for automation or streamlining.
Technical Support Executive
Sutherland Global Outsourcing Pvt Ltd
Cochin
03.2010 - 10.2013
- Provide technical and billing assistance for McAfee consumers across the world.
- Diagnose and troubleshoot issues with McAfee products via chats, phone, and remote access in a timely manner.
- Handle Tier 2 escalations and provide resolution for McAfee customers.
- Explain and educate about the technical issues and troubleshooting methods to Tier 1.
- As an acting SME, supported a team (new hires) of 15+ to resolve technical/billing issues.
- In the absence of TL, monitor chat flow and schedule break timings.
- Identify new issues and report to the research team on a real-time basis.
- Provided technical advice regarding the purchase of new products or services based on customer requirements.
- Created detailed documentation of technical problems encountered by customers and solutions provided.
- Reported any recurring technical issues to management for further investigation and resolution.
- Trained other team members in resolving complex technical issues that require specialized knowledge or skills.
Education
B. Com -
St. Alberts College
Ernakulam03-2006
Plus Two (+2) -
S R V H S S
Ernakulam03-2003
S.S.L.C -
S R V H S S
Ernakulam03-2001
Skills
- Application support
- Support ticketing systems
- User Support
- Error detection
- Issue and Resolution Tracking
- Zendesk expertise
- Support Services
- Application installations
- Defect Analysis and Resolution
- Online chat support
- Troubleshooting and diagnostics
- Technical assistance
- Software troubleshooting
Hobbies and Interests
- Music
- Travelling
References
Shilpa Benedict, Qube Dynamic Solutions Pvt Ltd, HR Manager, shilpa.benedict@qubedynamics.com, 9995317171
Languages
- English
- Hindi
- Tamil
- Malayalam
Languages
Malayalam
First Language
English
Intermediate (B1)
B1
Hindi
Beginner
A1
Timeline
Senior Support Analyst
Qube Dynamics Solutions Pvt Ltd
06.2018 - Current
Customer Care Executive
Carl Zeiss India (Bangalore) Pvt Ltd
09.2017 - 04.2018
Process Associate
Art Technology & Software India Pvt Ltd
05.2014 - 05.2017
Technical Support Executive
Sutherland Global Outsourcing Pvt Ltd
03.2010 - 10.2013
B. Com -
St. Alberts College
Plus Two (+2) -
S R V H S S
S.S.L.C -
S R V H S S
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