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RANPREET SINGH
Sr. Technical Support Engineer
CHENNAI,TN
Summary
Technical support associate with extensive experience in client management and problem-solving. Proven ability to leverage CRM tools for trend analysis and implementation of proactive solutions. Achievements include enhanced customer satisfaction and improved service delivery metrics.
Overview
2
2
Certificate
8
8
years of professional experience
Work History
Sr.Associate Technical Support
Tech Mahindra
Hyderabad
11.2024 - 06.2026
- Achieved 95% first-contact resolution rate, surpassing industry standards.
- Resolved complex issues swiftly, enhancing product reliability and customer trust.
- Provided technical support that directly contributed to increased customer satisfaction.
- Fostered strong customer relationships, resulting in increased retention rates.
- Leveraged CRM tools to monitor performance metrics, improving service delivery.
- Analyzed support trends to implement proactive solutions and reduce ticket volume.
- Assessed customer needs to tailor support strategies, enhancing service outcomes.
Technical Support Engineer
IOPEX TECHNOLOGIES
Chennai
09.2022 - 05.2023
- Resolved hardware and software issues for diverse customer environments using troubleshooting tools.
- Prioritized and addressed incoming requests by monitoring ticketing system queues.
- Documented support interactions in ticketing system to enhance reference and quality assurance.
- Escalated unresolved cases to senior engineers for advanced solutions.
- Updated knowledge base articles for common technical queries and solutions to improve user self-service.
- Assisted users with password resets and account lockout resolutions.
- Consulted with users via telephone to diagnose problems and run testing scripts.
- Monitored system performance metrics to proactively prevent potential issues.
Sr. Customer Support Executive
alldigi tech
Chennai
08.2021 - 04.2022
- Resolved customer complaints by implementing solutions that addressed root causes, improving customer satisfaction.
- Identified and executed process improvements that elevated customer satisfaction levels.
- Analyzed customer feedback surveys to implement actionable changes that enhanced service quality.
- Performed root cause analysis on recurring customer service problems.
- Managed customer inquiries through phone and email communication.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Ensured compliance with applicable laws, regulations and organizational policies.
Technical Support Representative
CSS Corp
Chennai
03.2020 - 06.2020
- Resolved customer inquiries via phone, email, and chat, ensuring timely and effective support.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved escalated customer service issues in a timely manner.
- Diagnosed technical problems and escalated complex issues to senior technicians.
- Educated customers on product features and effective problem-solving techniques.
- Collaborated with team members to improve knowledge base and support resources, enhancing overall service quality.
- Documented troubleshooting steps in the ticketing system for future reference.
- Served as first point of contact for incoming technical service calls and emails.
- Monitored customer feedback, addressing concerns proactively to maintain high satisfaction levels.
- Developed and maintained strong relations with customers to meet quality expectations.
- Ensured compliance with company policies and procedures regarding technical support operations.
Associate-CS chat support
SUTHERLAND
Chennai
04.2018 - 12.2019
- Provided real-time chat support to customers, addressing inquiries effectively.
- Assisted customers with technical issues on a wide range of products and services via live chat.
- Engaged with customers empathetically to foster consistent positive chat experiences.
- Resolved escalated customer complaints effectively.
- Resolved customer issues by utilizing company knowledge base and resources.
- Analyzed chat transcripts to identify common concerns and improve service delivery.
- Identified and proposed improvements to existing process flow, enhancing overall efficiency.
- Utilized various software programs such as CRMs and ticketing systems to provide support.
- Adjusted bills and processed refunds to effectively resolve service or billing complaints.
Education
Bachelor of Commerce - BANK MANAGEMENT
TAMILNADU OPEN UNIVERSITY
CHENNAI06-2017
Skills
- Technical troubleshooting
- Remote support
- Ticketing system management
- CRM software proficiency
- Knowledge base administration
- System performance monitoring
- Client management
- Problem solving
Languages
English
Advanced (C1)
C1
Telugu
Native
Native
Tamil
Proficient (C2)
C2
Punjabi
Beginner (A1)
A1
Hindi
Beginner (A1)
A1
Accomplishments
- NATIONAL LEVEL GOLD MEDALIST IN KARATE.
Certification
- Completed MS Office course at NIIT.
Timeline
Sr.Associate Technical Support
Tech Mahindra
11.2024 - 06.2026
Technical Support Engineer
IOPEX TECHNOLOGIES
09.2022 - 05.2023
Sr. Customer Support Executive
alldigi tech
08.2021 - 04.2022
Technical Support Representative
CSS Corp
03.2020 - 06.2020
Associate-CS chat support
SUTHERLAND
04.2018 - 12.2019
Bachelor of Commerce - BANK MANAGEMENT
TAMILNADU OPEN UNIVERSITY