Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ritik Sharma

Sr. Technical Support Engineer
Ahmedabad,GJ

Summary

To leverage over 5.6 years of comprehensive technical support experience in providing exceptional assistance to users, troubleshooting complex issues, and implementing effective solutions within a dynamic and innovative environment. Experienced in handling and mentoring a team of 8 people, guiding them in technical matters, customer service excellence, and career development. Seeking to contribute expertise in resolving technical challenges swiftly and adeptly, while continually enhancing customer satisfaction and operational efficiency.

Overview

6
6
years of professional experience

Work History

Sr. Technical Support Engineer

Abjayon
12.2024 - Current
  • Provide timely support for day-to-day activities of practices using eCW.
  • Respond to clinical support tickets, troubleshoot and resolve issues, and escalate when necessary.
  • Collaborate closely with practice staff to assist in their daily operational needs and ensure optimal use of eCW.
  • Troubleshoot clinical workflows, patient records, and application-related issues.
  • Assist practices with training and best practices for using eCW.
  • Maintain documentation of common issues and provide regular updates to practices.
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
  • Researched and identified solutions to technical problems.

Sr. Technical Support Specialist

Cin7
09.2023 - 12.2024
  • Conducted thorough investigations into complex technical issues, collaborating closely with product development and engineering teams to devise and implement sustainable solutions
  • Assisted internal teams in resolving customer issues by offering clear and concise guidance on the appropriate steps to take
  • Provided mentorship and coaching to team members, focusing on enhancing their technical proficiencies, customer service skills, and career advancement opportunities
  • Customized templates utilizing HTML/CSS & SQL, contributing to the optimization of systems and processes
  • Attained a profound understanding of the Core module of the product, earning recognition as a module expert
  • Effectively communicated the features and benefits of the product to customers, ensuring comprehensive understanding and satisfaction
  • Guided the team through various situations and stepped into a leadership role when required
  • Proficient in managing ITSM systems and CRM platforms like Salesforce, Zendesk, and JIRA, ensuring smooth operation and efficient resolution of customer inquiries
  • Skilled in handling databases such as MySQL and MSSql, adept at querying and analyzing data to identify patterns and trends
  • Experienced in analyzing application logs to discern error states and diagnose underlying issues, facilitating prompt and effective resolution
  • Responsible for conducting Root Cause Analysis for ongoing customer issues, providing detailed insights into the underlying causes of resolved issues
  • Regularly run SQL queries to delve into the database, conducting thorough analysis to uncover insights and facilitate issue resolution
  • Provide remote assistance to customers, leveraging technical expertise to troubleshoot and resolve issues promptly and effectively

Technical Support Specialist

Cin7
08.2021 - 09.2023
  • Utilized Salesforce to promptly and courteously identify technical issues, ensuring efficient problem resolution while maintaining a friendly demeanor.
  • Worked collaboratively with colleagues to identify and diagnose software faults or user errors, contributing to streamlined issue resolution processes.
  • Conducted detailed investigations into customers' technical issues or product-related challenges, employing analytical skills to identify root causes and implement effective solutions.
  • Maintained close communication with customers, providing regular updates on ticket status and resolution timelines to ensure customer satisfaction.
  • Logged queries into the system and managed their progression and resolution, co-ordinating efforts with the team to ensure timely resolution.
  • Provided expert technical support for a cloud-based inventory management software product, troubleshooting issues related to inventory tracking, order management, and reporting to optimize system functionality.

Software Specialist

EClinicalworks Pvt Ltd
03.2019 - 05.2021
  • Achieved subject matter expertise in Core Module within one year, providing comprehensive technical support to both team members and customers
  • Successfully led a project to close all outstanding cases, optimizing the support queue and enhancing efficiency in resolving customer issues
  • Acted as the primary point of contact for providing technical assistance to customers, handling inbound/outbound calls, troubleshooting via email, and resolving issues remotely at the client-side
  • Proficiently followed standard escalation procedures when necessary, demonstrating expertise in MSSQL, MySQL, and effectively communicating with US-based clients
  • Managed the activation of accounts for new services, meticulously documenting transactions and interactions in the system to ensure accuracy and compliance
  • Installed, modified, and repaired software/hardware as needed, utilizing internal ticketing systems to track and manage support actions efficiently
  • Utilized Salesforce to promptly and courteously identify technical issues, ensuring efficient problem resolution while maintaining a friendly demeanor
  • Worked collaboratively with colleagues to identify and diagnose software faults or user errors, contributing to streamlined issue resolution processes
  • Conducted detailed investigations into customers' technical issues or product-related challenges, employing analytical skills to identify root causes and implement effective solutions
  • Maintained close communication with customers, providing regular updates on ticket status and resolution timelines to ensure customer satisfaction
  • Logged queries into the system and managed their progression and resolution, co-ordinating efforts with the team to ensure timely resolution
  • Provided expert technical support for a cloud-based inventory management software product, troubleshooting issues related to inventory tracking, order management, and reporting to optimize system functionality

Education

Master of Computer Applications -

Lachoo Memorial College of Science & Technology
Jodhpur, India
04.2001 -

Bachelor of Computer Applications -

Jai Naraian Vyas University
Jodhpur, India
04.2001 -

Skills

Troubleshooting

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Accomplishments

  • Promoted to Senior Technical Support Specialist in September 2023.
  • Achieved subject matter expertise in Core Module within one year, providing comprehensive technical support to both team members and customers.
  • Successfully led a project to close all outstanding cases, optimizing the support queue and enhancing efficiency in resolving customer issues.

Timeline

Sr. Technical Support Engineer

Abjayon
12.2024 - Current

Sr. Technical Support Specialist

Cin7
09.2023 - 12.2024

Technical Support Specialist

Cin7
08.2021 - 09.2023

Software Specialist

EClinicalworks Pvt Ltd
03.2019 - 05.2021

Master of Computer Applications -

Lachoo Memorial College of Science & Technology
04.2001 -

Bachelor of Computer Applications -

Jai Naraian Vyas University
04.2001 -

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Ritik SharmaSr. Technical Support Engineer