Rajashekhar Sanuvally
Kapra
Summary
Experienced Technical Support Engineer known for effectively resolving complex technical issues and exceeding customer expectations through superior communication and teamwork. Continuously enhancing skills to stay current with evolving technologies and deliver exceptional technical support services.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Nisc Export services
11.2022 - 08.2024
- Provided diagnostic and troubleshooting support via phone and email to ensure customer satisfaction.
- Answered customer inquiries on various EBSCO products.
- Determined problem sources to address customer issues effectively.
- Instructed clients on product features, installation, configuration, and upgrades.
- Communicated action plans to clients and EBSCO representatives.
- Resolved product-related issues to enhance customer satisfaction.
- Identified opportunities to enhance technical support tools and procedures.
- Contributed to organizational objectives and client satisfaction.
- Maintained positive relationships between sales, customers, and partners.
- Demonstrated strong customer support skills and high satisfaction levels.
Associate Account Management
Sutherland Global Solutions
06.2021 - 07.2022
- Senior Customer Support Associate
- Worked for Remitly.
- Remitly is one of a foreign remittance company.
- Used to handle inbound calls and do outbound calls whenever required.
- Helped customers with their transaction queries.
- Reported fraudulent transactions and followed up with customers through outbound calls.
- Met all the metrics set up by the client and Sutherland.
- Maintained accurate records of all sales activities within the CRM system.
- Resolved customer complaints in a timely manner.
Fraud Universal Agent
Synchrony Financial
09.2019 - 02.2020
- Responsible for keeping an eye on all risky transactions and placing a hold on accounts until further verification
- Verification was key in this role as a fraud prevention team
- Identified the type of fraud and took action on the account accordingly.
Technical Support Officer
Genpact
07.2018 - 08.2019
- Supported Google Play and Pay, as well as the Google Pixel mobile device.
- Responsible for maintaining login hours and metrics established by the client.
- Handled incoming calls from clients about technical issues with their phones and pay-and-play apps.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
Technical Support
Knoah Solutions
Hyderabad
09.2016 - 04.2018
- Chat process handling Samsung clients from around the world.
- Troubleshot difficulties with Samsung devices and generated tickets for physical testing.
- Met all the metrics as an e-support officer set by the client.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Reported any potential problems or bugs encountered while providing support.
- Provided technical assistance to customers through online chat.
Education
Bachelor of Commerce -
Osmania University
Hyderabad, India03.2016
Skills
- Microsoft Office
- Familiar with authentication methods such as IP address, User ID password, Proxy log in, Shibboleth, Open Athens, and more
- Customer Service
- Technical Troubleshooting
- Verbal Communication
- Service now and service issue ticketing
- Verbal Communication
- CRM
- Knowledge in branding, HTML, WordPress, Google ads, FB ads, Youtube ads
- Search Engine Optimization (SEO)
- Basic knowledge on computer, mobile phone and network troubleshooting
Hobbies and Interests
- Basketball
- Volleyball
- Cricket
- Badminton
- Table Tennis
References
References available upon request.
Timeline
Technical Support Representative
Nisc Export services
11.2022 - 08.2024
Associate Account Management
Sutherland Global Solutions
06.2021 - 07.2022
Fraud Universal Agent
Synchrony Financial
09.2019 - 02.2020
Technical Support Officer
Genpact
07.2018 - 08.2019
Technical Support
Knoah Solutions
09.2016 - 04.2018
Bachelor of Commerce -
Osmania University
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