SAHIL SINGH
Senior Technical Advisor
Delhi
Summary
Senior Technical Support Expert with extensive experience addressing the unique needs of business and home users. Proficient in troubleshooting and providing desktop support for web systems, consistently demonstrating a strong ability to resolve issues swiftly on the first call. Additionally skilled in mail handling, ensuring effective communication and support for customers and clients through prompt email responses. Committed to delivering exceptional service and fostering positive user experiences.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Senior Technical Advisor
Concentrix
02.2025 - 02.2026
- Expertise in managing escalated cases via email and chat support.
- Demonstrates a strong capability to analyze customer concerns and document resolutions with clarity.
- Skilled in preparing detailed reports, knowledge base updates, and process documentation.
- Excel at delivering precise solutions promptly, while upholding professionalism.
- Spearheaded process improvement initiatives, resulting in substantial cost savings while maintaining quality and performance standards.
- Led process improvement initiatives that resulted in significant cost savings without sacrificing quality or performance standards.
- Delivered exceptional results under tight time constraints while balancing competing priorities effectively.
- Streamlined processes by identifying redundancies and implementing necessary improvements.
- Enhanced system performance by conducting comprehensive technical analyses and providing strategic recommendations.
- Resolved escalated customer concerns promptly, maintaining a positive company image and fostering continued business relationships.
Customer Service
Tech Mahindra
10.2023 - 01.2025
- Handle return and exchange requests from customers according to company policies.
- Collaborate with the sales, marketing, finance, and logistics teams to coordinate orders.
- Keep customers informed about the status of their orders, including order confirmation, shipment tracking, and delivery updates.
- Maintain detailed records of all orders, transactions, and customer interactions.
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Maximized client retention through exceptional customer service and timely followups.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Developed and implemented strategies for top-tier customer service.
Technical Support Representative
Sony India Pvt. Ltd.
07.2021 - 03.2023
- Assisted customers in identifying issues and restored service functionality through clear solution explanations.
- Translated complex technical issues into clear language for non-technical users, enhancing their understanding.
- Translated a complex technical issue into digestible language for non-technical users.
- Troubleshot connectivity issues across networks, including Wi-Fi, cellular, and Sony products, ensuring user satisfaction.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
B.Tech - Computer Science
Bm Group of Technology
Farrukhnagar, Hariyana, India05-2026
Diploma - Computer Engineering
Guru Nanak Dev of Institute of Technology
New Delhi, India01-2021
Skills
Basic Computer
Communication
Technical knowledge
Multitasking
Troubleshooting expert
Timeline
Senior Technical Advisor
Concentrix
02.2025 - 02.2026
Customer Service
Tech Mahindra
10.2023 - 01.2025
Technical Support Representative
Sony India Pvt. Ltd.
07.2021 - 03.2023
B.Tech - Computer Science
Bm Group of Technology
Diploma - Computer Engineering
Guru Nanak Dev of Institute of Technology