Saptak Mukherjee
Kolkata
Summary
Dynamic Technical Support professional with a proven track record at British Telecom, excelling in hardware and software troubleshooting. Leveraging strong problem-solving skills and expertise in network support, I consistently delivered exceptional customer satisfaction, contributing to outstanding sales performance and positive client feedback across multiple high-profile accounts.
Overview
7
7
years of professional experience
Work History
Service Desk Engineer
British Telecom
Kolkata
05.2022 - Current
- Worked on the BT Service Desk providing technical support to multiple BT Consumer customers
- Supporting customers in BT and EE Mobile queue, delivering effective customer service and issue resolution
- Consistently achieved the highest performance rating available during this period and successfully resolved numerous router-related technical issues.
- Developed proficiency in account administration, regularly exhibiting exceptional account management capabilities and securing top performance rating in position.
- Customer Impact: Successfully resolved a wide range of technical issues for multiple clients while identifying customer needs and recommending suitable packages for their regular usage. Received positive customer feedback, including comments such as 'BT should hire more advisors like Saptak' and 'Brilliant work,' reflecting a strong commitment to customer satisfaction and service excellence.
- Developed a thorough understanding of the BT Order Journey Line of Business (LOB) and ensured customer orders were processed accurately and efficiently, contributing to a smoother and more seamless customer experience throughout the order journey.
Technical Support
Concentrix Daksh Services Private Limited
Chandigarh
03.2021 - 04.2022
- Managing various HP North America Consumer Products Laptops, Desktops and accessories via chat support and calls.
- Experienced in any Hardware and software related issues for HP Products.
- Customer Impact: Multiple HP NA and Canada consumers received technical Support and They have given HP brilliant reviews.
- Possesses 13 months of sales experience and achieved the distinction of being the highest seller across three sites through outstanding sales performance and customer engagement.
Technical Support Associate
Wipro DOP
Kolkata
08.2019 - 01.2021
- Managed various At&t customers across the globe and provided technical support.
- Experienced in troubleshooting various networking issues for global customers.
- Handled backend jobs with client accounts.
- Customer Impact: Multiple At&t customers: BOA, MACD, Deloitte, PWC, Earthlink, Comcast, Verizon etc. received Technical Network support from us and they were happy with At&t services.
Education
Bachelor’s - computer application
Techno India
Kolkata01-2019
Higher Secondary -
West Bengal Council of Higher Secondary Education
01-2015
Secondary -
West Bengal Board of Secondary Education
01-2013
Skills
- Salesforce Fundamentals
- Six Sigma Principles
- CCNA Basics
- Technical support
- Order Journey
- Network troubleshooting
- Account management
- Help desk operations
- Customer relationship management
- Technical documentation
- Problem solving
- Technical support experience
- Remote technical support
- Production technical support
- Remote support tools
Certifications And Skills
- Salesforce Fundamentals
- Six Sigma Principles
- CCNA Basics
- Technical support
- Order Journey
Tools Learned
- Tools Learned: Live Person, Admin tool, Snow, Service Now, One view, CDC, SAP database, EE Excalibur, IRP, Zscaler, DNP, BOB, BT Wholesale, Enhanced Line Characteristics, Advanced Broadband availability checker.
- Global Newton, LMI, LSCRM.
- LSCRM, Unified Desktop, Various Network testing tools.
Timeline
Service Desk Engineer
British Telecom
05.2022 - Current
Technical Support
Concentrix Daksh Services Private Limited
03.2021 - 04.2022
Technical Support Associate
Wipro DOP
08.2019 - 01.2021
Bachelor’s - computer application
Techno India
Higher Secondary -
West Bengal Council of Higher Secondary Education
Secondary -
West Bengal Board of Secondary Education