Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Interests
Timeline
Hi, I’m

Sowmya Vupputuri

Client Services
Hyderabad,TG

Summary

Experienced Technical Support Engineer with a strong track record of ensuring smooth operations for clients. Recognized for quickly and efficiently resolving downtime issues and seamlessly integrating new hardware and components. Highly organized and dependable, adept at managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals. Ambitious and career-focused, eager to embark on a fresh journey with another organization. Proven ability to successfully manage projects and deliver quality outcomes through leadership and team motivation. Collaborates closely with clients to determine requirements and provide exceptional service. Skilled Support Specialist proficient in handling data, technical issues, and personnel support tasks in a distributed environment. Self-motivated and attentive, with strong interpersonal and problem-solving abilities. Offering seven years of experience in Support. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

2025
years of professional experience
5
years of post-secondary education
4
Languages

Work History

Epiq Systems India Pvt. Ltd.

Global Support Analyst
02.2023 - Current

Job overview

  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Collaborated with cross-functional teams to implement solutions that enhanced system performance.
  • Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
  • Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
  • Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.

Algorithm Informatics Private Limited

Product Support Specialist
3 2022 - 10.2022

Job overview

  • Direct contact with clients by phone and email.
  • Provided outstanding Technical Service to our customers while adhering to established company policies.
  • Resolved customer complaints/tickets, by researching the products and help them accordingly.
  • Worked on Salesforce and NatterBox for Emails and calls respectively.
  • End to end assistance post purchase/lease the devices.
  • Collected own data and researched on the same.
  • Assisted large research and clinical trial customer base/teams
  • Implemented customer training programs via phone, webinar when the issues were not resolved on calls.
  • Responded promptly to customer inquiries about available products and services and help them purchase the products.
  • Maintained customer records, using automated systems.
  • Performed a wide variety of duties to assist customers by answering questions, providing information, and interacting with other departments as required.
  • Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Enhanced customer satisfaction by providing timely and accurate product support.

Betsol India Pvt Ltd

Sr. Technical Support Engineer
05.2021 - 01.2022

Job overview

  • Served as primary point of contact for support relating to owned solutions and products.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Maintained response times in compliance with internal policies to support business continuity.
  • Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
  • Documented reported faults and bugs for referral to development staff's use in iterative updates.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
  • Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.

Tech Mahindra

Sr. Technical Support Associate
07.2019 - 06.2020

Job overview

  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Received inbound and made few outbound calls when there is an opportunity for upselling and succeeded in the same for a pilot project and bagged the highest incentives in the team.

Amazon India Pvt Ltd

Customer Support Associate
10.2016 - 07.2019

Job overview

  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided primary customer support to internal and external customers.
  • Advocated for sellers and provided feedback to enhance selling process for overall improvements.
  • Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Provided seller support on refunds, posted feedback and policy changes.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Worked on order life cycle, pre and post sales and billing via Chat process and Emails
  • Provided support to cross skill at peak volumes
  • Worked as SME for Cross skill support
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.

Amazon India Pvt Ltd

Customer Support Executive
10.2015 - 02.2016

Job overview

  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Recommended potential products or services by collecting customer information and analyzing customer needs.
  • Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Listened to customers' questions and concerns to provide answers or responses.

Education

Indian Institute of Science And Technology

BBA from Business Administration
08.2017 - 05.2020

University Overview

Sri Chaitanya Junior College

Secondary school from PCM
06.2010 - 04.2012

University Overview

  • GPA: 75

Skills

Customer technical support

Accomplishments

Accomplishments
  • Documented and resolved Irate agents/customers which led to their retention.
  • Resolved product issues through consumer testing.
  • Supervised team of 12 team members as an interim process trainer.
  • Achieved all India 1st position by completing tasks for the pilot project with accuracy and efficiency.
  • Selected for 2 pilot projects that are performance based.

Additional Information

Additional Information

• Secured top position in College Quiz/Essay writing competitions.

• Organized many cultural events and participated in some.

• Participated and won prices in Sports and Dance.

• Awarded as Employee of the quarter in Amazon, employee of the month in Tech Mahindra and won back to back awards in RNR at Epiq

• I was awarded as the best upseller in Tech Mahindra.

Interests

Event management

Timeline

Global Support Analyst
Epiq Systems India Pvt. Ltd.
02.2023 - Current
Sr. Technical Support Engineer
Betsol India Pvt Ltd
05.2021 - 01.2022
Sr. Technical Support Associate
Tech Mahindra
07.2019 - 06.2020
Indian Institute of Science And Technology
BBA from Business Administration
08.2017 - 05.2020
Customer Support Associate
Amazon India Pvt Ltd
10.2016 - 07.2019
Customer Support Executive
Amazon India Pvt Ltd
10.2015 - 02.2016
Sri Chaitanya Junior College
Secondary school from PCM
06.2010 - 04.2012
Product Support Specialist
Algorithm Informatics Private Limited
3 2022 - 10.2022
Sowmya VupputuriClient Services