Sailesh Errampalli
Technical Support Specialist
Hyderabad,TG
Summary
Highly skilled Technical Support Specialist with extensive experience in helpdesk and customer service. Strong background in providing comprehensive application support to users. Demonstrated expertise in quickly identifying issues and efficiently streamlining steps to resolve technical problems. Dedicated to delivering exceptional service and ensuring customer satisfaction.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Tungsten Automation (formerly Kofax India Pvt Ltd)
Hyderabad, India
7 2023 - Current
- Resolved technical issues for Kofax products (Power PDF, PaperPort, Omnipage) for retail and enterprise clients, achieving 95% customer satisfaction rating.
- Streamlined inbound and outbound call management to ensure exceptional customer service.
- Leveraged Salesforce ticketing system to efficiently document, track, and escalate issues.
- Provided expert support for installation, licensing, and product activation inquiries.
- Executed remote troubleshooting using advanced user permissions and screen-sharing tools.
- Diagnosed and resolved technical issues utilizing Registry Editor.
- Conducted license verification to identify and report fraudulent activities through online validation tools.
- Oversaw management of Power PDF Enterprise accounts, addressing deployment, installation, and volume management queries effectively.
Technical Support Associate
Diebold Nixdorf India Private Limited
12.2020 - 07.2023
- Provided remote troubleshooting for peripheral devices and POS systems across IKEA stores globally.
- Leveraged Oracle EBS ticketing system to efficiently log, track, and resolve technical issues.
- Responded promptly to support requests via phone and email, ensuring timely assistance.
- Delivered primary support for IKEA servers, conducting minor troubleshooting for proprietary tools.
- Managed end-of-day processes for stores experiencing issues, facilitating smooth operations.
- Coordinated hardware replacements by assigning technicians and offering on-call support during troubleshooting.
- Supported cash handling devices in IKEA back offices, ensuring secure and efficient operations.
- Guided users through troubleshooting procedures over the phone, simplifying complex technical issues for non-technical customers.
Technical Support Analyst
Tech Mahindra Limited
10.2019 - 06.2020
- Managed inbound calls from customers, delivering support for technical issues related to routers, modems, set-top boxes, and extenders.
- Troubleshot and resolved issues with customer-provided equipment, ensuring timely service restoration.
- Upsold additional products and services, such as routers and internet speed upgrades, enhancing customer satisfaction and driving revenue growth.
- Coordinated technician visits for on-site support when remote troubleshooting was inadequate.
Executive
Fareportal India Private Limited
04.2018 - 07.2018
- Customer Engagement: Managed international customer interactions for Cheapoair.com and Onetravel.com, primarily focusing on U.S. clientele.
- Sales Performance: Consistently achieved and exceeded sales targets, including cross-selling objectives to enhance revenue streams.
- Post-Booking Support: Addressed post-booking inquiries, including SSR requests and baggage information, ensuring customer satisfaction and retention.
- Product Resolution: Resolved queries related to third-party products such as Blue Ribbon Bags, Travel Assist, and Insurance, enhancing the overall customer experience.
- Technical Proficiency: Utilized Sabre GDS, Amadeus GDS, and Fare Logix (American Airlines proprietary software) to streamline booking processes and improve service delivery.
Travel Consultant
Corona Selvin Travels Pvt LTD (Alanita Travels)
12.2016 - 09.2017
- Handled inbound calls from customers for alanitatravels.com, primarily serving US-based clients.
- Consistently met sales targets, ensuring business growth.
- Provided customers with the lowest available market prices, enhancing competitiveness.
- Resolved post-booking queries, including special service requests (SSR), ensuring customer satisfaction.
- Informed passengers about change fees and cancellation policies, setting clear expectations.
- Utilized Sabre Global Distribution System (GDS) to manage bookings efficiently.
Support Executive
Issquared India Private Limited
01.2016 - 04.2016
- Enhanced customer satisfaction by addressing and resolving technical issues promptly.
- Achieved high levels of client retention through proactive communication strategies.
Education
Bachelor of Science - Computer Science
Sri Krishnadevaraya University
2017
Intermediate - Mathematics Physics Chemistry
Sri Chaitanya Junior College
2008
Secondary School of Education -
Nirmala Covent English Medium School
2006
Accomplishments
Awarded for Outstanding Deliverables in January and June 2024, achieving 100% positive customer surveys at Tungsten Automation
Skills
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Application installations
- Customer Support
- Remote Diagnostics
- Issue Research
- Software Installation
- Technical Support
- Issue Troubleshooting
- Ticket management
- Remote Technical Support
- Issue and Resolution Tracking
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balancePersonal development programsCertification
Introduction to ITIL® V4 - Simplilearn
Career Essentials in System Administration by Microsoft and LinkedIn
Career Essentials in Generative AI by Microsoft and LinkedIn
Google Technical support fundamentals
Timeline
Technical Support Associate
Diebold Nixdorf India Private Limited
12.2020 - 07.2023
Technical Support Analyst
Tech Mahindra Limited
10.2019 - 06.2020
Executive
Fareportal India Private Limited
04.2018 - 07.2018
Travel Consultant
Corona Selvin Travels Pvt LTD (Alanita Travels)
12.2016 - 09.2017
Support Executive
Issquared India Private Limited
01.2016 - 04.2016
Technical Support Specialist
Tungsten Automation (formerly Kofax India Pvt Ltd)
7 2023 - Current
Bachelor of Science - Computer Science
Sri Krishnadevaraya University
Intermediate - Mathematics Physics Chemistry
Sri Chaitanya Junior College
Secondary School of Education -
Nirmala Covent English Medium School
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