SHARON VARUGHESE JOSEPH
Product Support Executive
Kozhencherry
Summary
Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Adept at working as part of a team and as an individual, mentoring and assisting with the handling of customer complaints. Resolves problems quickly, delivering high levels of customer satisfaction. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate job seeker with strong organizational skills ready to help team achieve company goals.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Service Desk Analyst
Tata Consultancy services
Cochin , Kerala
2023.08 - Current
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Product Support Executive
Phenomtec Solutions Pvt Ltd
Ernakulam
09.2020 - 08.2023
- 24*7 - International Voice, Email and Chat support - Assisted online users via live chat, self-ticketing and phone to resolve issues related to Allstate applications and use and access.
- Engaged in various support service channels to contact users including callbacks, emails and voicemails
- Resolved problems, improved operations and provided exceptional service.
- Prioritised and promptly responded to vast number of reported incidents and logs
- Expertly handled phone, live chat and self ticket manager escalations, providing consistent customer service and ensuring that customer complaints are handled in a timely manner and contacting relevant teams to secure resolutions.
- Carried out targeted troubleshooting and fault-finding across multiple software issues, enabling timely fixes.
- Regularly updated knowledge documents concerning applications and errors on the Allstate Technical Support website to offer best-possible service-user support and ease of understanding so customers were enabled to self-solve issues.
- Contributed to knowledgebase by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
- Provided professional services and support in a dynamic work environment.
- Learned and adapted quickly to new technology and software applications.
Technical Support Executive
Origami Technologies
Ernakulam
03.2019 - 09.2019
- First point of contact within the service desk for client telephony calls.
- Managed customer complaints effectively, providing prompt resolutions to maintain high levels of customer satisfaction.
- Training clients about the software.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
Education
MBA - Information Technology
Annamalai University - Distance Education
Kochi, Kerala 05.2020 - 06.2022
Bachelor of Science - Bachelor of Computer Application - BCA
Cochin College - MG University
Kochi, Kerala 03.2015 - 07.2018
Skills
Network monitoring
undefinedCertification
Completed RHCE Training and RHCSA Certified
Areas of Strength
- Motivating others by giving compliments and suggestions.
- Easily adaptable to the environment.
- Guiding a team to complete the work by team work.
- Innovative Thinking & Quick Learning
Reference
Angel P - Tata Consultancy services
Team Leader
Mail - angel.p1@tcs.com
Phone Number - 96557 57963
Varghese Joby - Phenomtec Solutions Pvt Ltd
Team Leader
Gmail - varghese@phenomtec.com
Phone Number - 9400612512
Timeline
Service Desk Analyst
Tata Consultancy services
2023.08 - Current
Product Support Executive
Phenomtec Solutions Pvt Ltd
09.2020 - 08.2023
MBA - Information Technology
Annamalai University - Distance Education
05.2020 - 06.2022
Completed RHCE Training and RHCSA Certified
01-2020
Technical Support Executive
Origami Technologies
03.2019 - 09.2019
Bachelor of Science - Bachelor of Computer Application - BCA
Cochin College - MG University
03.2015 - 07.2018
Completed MS- Office training and Bharath Sevak Samaj Certified with A - grade.
04-2013
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