Niraimathi Sekar
Senior Technical Support Specialist
Chennai
Summary
Senior Technical Support Engineer with over 3 years of experience in troubleshooting, diagnosing, and resolving complex product-related issues, with a strong focus on UEMS and MDM solutions. Successfully handled and resolved over 15+ critical incidents, reducing average resolution time by 35% and consistently maintaining customer satisfaction scores above 95%. Skilled in both on-premise and cloud environments, with experience leading teams to deliver high-quality, efficient technical support.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Senior Technical support Engineer
Zoho Corporation Pvt Limited
Chennai, Tamilnadu
07.2022 - Current
- Managed technical support for 500+ enterprise customers using ManageEngine Endpoint Central, ensuring timely issue resolution with an average 90% customer satisfaction score (CSAT).
- Handled 100+ critical customer escalations per month, providing rapid solutions that minimized downtime, leading to 20% reduction in response times and increased customer retention.
- Conducted 50+ product demos and training sessions for new and existing customers, increasing product adoption rates and helping onboard 50K new endpoints across multiple global clients.
- Provided end-to-end technical support for ManageEngine UEMS (Endpoint Central & MDM), including software deployment, patch management, asset tracking, and remote troubleshooting across Windows, macOS, and mobile devices.
- Managed mobile device policies, app distribution, and security configurations for Android and iOS using MDM, ensuring compliance with enterprise IT standards.
- Collaborated with cross-functional teams to resolve critical client issues, performed root cause analysis, and ensured timely resolution within defined SLAs.
Customer support
Amazon
Coimbatore
08.2020 - 03.2021
- Implemented proactive solutions, reducing common customer issues by 25% through regular follow-ups and knowledge-sharing sessions with client teams.
- Led the customization and deployment of Alexa Skills for high-profile clients, driving the successful delivery of over 100 custom Alexa Skills and increasing customer engagement by 40%.
- Built strong customer relationships by providing proactive support and technical guidance, contributing to a 15% improvement in customer retention and high CSAT scores (avg. 4.8/5).
- Led the customization and deployment of Alexa Skills for high-profile clients, driving the successful delivery of over 100 custom Alexa Skills and increasing customer engagement by 40%.
- Interacted with both technical administrators and business decision-makers to understand requirements and recommend appropriate configurations and solutions.
Education
BE - ECE
AVC College of engineer
07.2016 - 09.2020
Skills
Problem-Solving Skills
Communication Skills
Technical Knowledge
Patience and Empathy
Time Management
Accomplishments
- Amazon Alexa 'Customer Excellence Award'
- Zoho 'Customer Impact Award' (2023)
- Zoho 'Top Performer Award' (2024)
Interests
Learning new technology
Reading books
Watch product launch of top MNCs
Timeline
Senior Technical support Engineer
Zoho Corporation Pvt Limited
07.2022 - Current
Customer support
Amazon
08.2020 - 03.2021
BE - ECE
AVC College of engineer
07.2016 - 09.2020