Summary
Overview
Work History
Education
Skills
Timeline
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Pooja K

New Delhi

Summary

Dynamic Technical Support Executive with 5 years of experience at Concentrix, specializing in remote support and customer de-escalation. Proven expertise in technical troubleshooting and process design that has significantly enhanced user experience and operational efficiency. Recognized for building strong client relationships and effectively resolving complex issues to maintain high customer satisfaction levels. Aiming to leverage these skills in a challenging role focused on innovative support solutions.

Overview

7
7
years of professional experience

Work History

Technical Support Executive

Concentrix Corporation
Gurgram
11.2019 - 02.2025
  • Used remote login tools to assist clients with technical and product questions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Identified potential areas for improvement in existing products or services.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Recommended upgrades or additional features that could enhance user experience.
  • Served as first point of contact for incoming technical service calls and emails.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Performed routine maintenance and software updates on support tools and customer systems.

Customer Service Executive

Frankfinn Aviation Services Pvt. Limited.
New Delhi
03.2018 - 05.2019
  • Course content and delivery: Feedback on whether the course materials were clear, relevant, and engaging.
  • Instructor effectiveness: Students' opinions on how well the instructors communicated, interacted with students, and supported learning.
  • Learning resources: Input on the availability and quality of resources such as textbooks, online materials, or study aids.
  • Classroom environment: Students' thoughts on the physical or virtual learning environment, including comfort, equipment, and atmosphere.
  • Administrative aspects: Feedback on administrative support, communication, and the overall efficiency of processes.
  • Student support: Information about academic support, counseling, or any other services provided by the institution.
  • Institute culture and atmosphere: Students' perceptions of the institute's culture, inclusivity, and overall vibe.

Education

Bachelor of Arts -

Delhi
New Delhi India
06-2022

Skills

  • Quality control guidelines
  • Remote support
  • Incident resolution
  • Process design
  • Operations oversight
  • Operating systems
  • Customer de-escalation
  • Customer communications
  • Technical troubleshooting
  • Application support
  • Software installation
  • Escalation management

Timeline

Technical Support Executive

Concentrix Corporation
11.2019 - 02.2025

Customer Service Executive

Frankfinn Aviation Services Pvt. Limited.
03.2018 - 05.2019

Bachelor of Arts -

Delhi

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Pooja K