Summary
Overview
Work History
Education
Skills
Timeline
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Santhan Prakash

Bengaluru

Summary

Dedicated and results-driven Technical Support Engineer with over 5 years of hands-on experience providing exceptional technical assistance to clients. Proficient in troubleshooting complex hardware and software issues, I bring a comprehensive understanding of Salesforce, JIRA, HTML, CSS, Excel Macros, Salesforce and Excel. Adept at utilizing various communication channels, including calls, chats, and emails, to deliver prompt and effective solutions. Demonstrated success in collaborating with cross-functional teams to resolve escalated technical challenges. Proven ability to manage and prioritize tasks in high-pressure environments, ensuring timely issue resolution. Skilled in documentation, customer relationship management, and continuous learning to stay at the forefront of evolving technologies. Seeking a challenging role to leverage my technical expertise, communication skills, and commitment to customer satisfaction in a dynamic team environment.

Overview

6
6
years of professional experience

Work History

Technical Support Engineer 1

PowerSchool
Bengaluru
12.2020 - Current
  • Dedicated Technical Support Engineer with3 years of experience providing top-tier technical assistance to clients. Adept at troubleshooting complex issues, delivering exceptional customer service, and leveraging strong communication skills.
  • Provided comprehensive technical support to B2B clients, addressing inquiries via calls, chats, and emails with a 98% customer satisfaction rating.
  • Collaborated with the development team to communicate customer feedback and contributed to reducing average issue resolution time by 20%.
  • Maintained accurate records, improving documentation accuracy by 30%.
  • Successfully managed and reduced team backlog by 40% implementing efficient prioritization strategies and streamlined workflows, resulting in improved task completion rates and overall team efficiency.
  • Maintained accurate and detailed records of customer interactions and solutions in the ticketing system.
  • Collaborated on product improvement, contributing to a 5% increase in customer satisfaction.
  • Collaborated with cross-functional teams to escalate and resolve complex technical challenges, ensuring customer satisfaction.

Machine Learning Data Associate Alexa Data Service

Amazon
Chennai
12.2018 - 11.2020
  • Process annotation and data analysis
    tasks with high efficiency and quality ina
    fast-paced environment.
  • Deliver on assigned SLAs and KPIs like productivity, turnaround time, quality etc.,
  • Contributed in team initiatives to help improve overall process efficiency and quality of our product.
  • Contributing to process improvements to reduce handling time and improve output.
  • Maintaining strict confidentiality and follow all applicable Amazon policies for securing confidential information.
  • Delivering high quality on deadlines.
  • Help in improving the overall operations and efficiency of the product.
  • Created reports summarizing findings from data analysis projects.

Customer Relation Executive

BRITISH COUNCIL EXAMINATIONS AND ENGLISHSERVICESPVT. LTD (BCEESIPL)
Chennai
01.2018 - 12.2018
  • Outbound calling, attending to the
    needs of the customers and proving
    solution as per their needs
    Provide administrative support in
    planning of activity.
  • Support management of financial and
    non-financial returns,
    Implement customer communication
    plans and support the customer journey.
    Provision of financial data for reporting
    purposes.
  • Worked on cloud-based management Service called Thinking Cap LMS to create and share LEP (Learn English Pathway) reports i.e., reports of student's progress enrolled for the ongoing course and has established effective communication between the teacher/team and the students.
  • Worked on cloud based online tool
    known as survey monkey to collect and
    manage feedback from our customers. which in turn helped the team with
    creating/presenting reports and analysis.

Education

Bachelor of Engineering - Computer Science Engineering

DMI College of Engineering
Chennai
07-2017

Skills

  • Technical Support and Troubleshooting
  • Excellent Communication Skills (calls, chats, emails)
  • Customer Relationship Management
  • JIRA and Salesforce Proficiency
  • Knowledge of HTML, CSS, Excel Macros and SQL
  • Problem-Solving and Analytical Skills
  • Multitasking: Efficiently juggles multiple tasks
  • Time Management: Prioritizes and meets deadlines
  • Project Management and Coordination (Global Time Zones)
  • Teamwork and Collaboration
  • Problem-Solving

Timeline

Technical Support Engineer 1

PowerSchool
12.2020 - Current

Machine Learning Data Associate Alexa Data Service

Amazon
12.2018 - 11.2020

Customer Relation Executive

BRITISH COUNCIL EXAMINATIONS AND ENGLISHSERVICESPVT. LTD (BCEESIPL)
01.2018 - 12.2018

Bachelor of Engineering - Computer Science Engineering

DMI College of Engineering

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Santhan Prakash