Srikanth M N
Bangalore
Summary
Results-driven Senior Technical Support Specialist with expertise in training development and cross-functional collaboration. Skilled in documenting solutions and engaging with customers to enhance support services and operational efficiency. Experienced Implementation Specialist with a strong background in project scope analysis, systems configuration, and troubleshooting. Committed to delivering exceptional customer assistance in IT environments.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Senior Technical Support Specialist
Sphera India Pvt Ltd
Bangalore
10.2017 - Current
- Provided technical support for software applications and systems for global clients.
- Diagnosed and resolved technical issues using remote troubleshooting methods to enhance client satisfaction.
- Collaborated with cross-functional teams to enhance product functionality and user experience.
- Documented solutions and created knowledge base articles for future reference.
- Trained junior staff on technical support processes and customer interaction techniques.
- Assisted in the development of training materials for new software releases.
- Monitored support ticket workflow, ensuring timely resolution of client inquiries to maintain service quality.
- Engaged with customers to gather feedback, directly contributing to improvements in support services.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Analyzed system logs to detect potential problems before they occurred.
- Monitored computer systems performance and took corrective action as necessary.
- Maintained customer accounts in a CRM system to track customer interactions.
- Recommended changes or upgrades to existing systems based on customer feedback or industry trends.
- Coordinated with third-party vendors when appropriate to resolve customer inquiries.
- Assisted users in setting up their mobile devices with corporate email accounts.
Senior Business Specialist
Altisource Business Solutions
Bangalore
01.2015 - 11.2016
- Delivered technical assistance for software and hardware issues, enhancing customer satisfaction.
- Diagnosed and resolved customer inquiries via phone and chat.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Provided technical assistance to customers through phone, email and chat support.
- Recorded support interactions in ticketing system, facilitating efficient tracking and resolution.
- Updated knowledge base with troubleshooting guides and FAQs, improving resource accessibility for team.
- Resolved escalated customer service issues in a timely manner.
- Escalated complex issues to senior technical staff.
- Ensured compliance with company policies during customer interactions.
Education
MBA - Management
Karnataka State Open University
Mysore06-2022
Bachelor of Engineering - Instrumentation Technology
RNS Institute of Technology
Bangalore06-2011
Skills
- Technical troubleshooting and support
- Software implementation and configuration
- Implementation and configuration
- Data migration
- Data migration and issue resolution
- User acceptance testing
- System analysis and reporting
- Reporting and documentation
- Workflow optimization
- Workflow optimization and training
- Client training
- Cross-functional coordination
- Customer feedback management
- Customer feedback
- Knowledge base maintenance
- Training development
- Effective communication
- User acceptance testing
Languages
English
Intermediate (B1)
B1
Certification
Jira Certification
Timeline
Senior Technical Support Specialist
Sphera India Pvt Ltd
10.2017 - Current
Senior Business Specialist
Altisource Business Solutions
01.2015 - 11.2016
MBA - Management
Karnataka State Open University
Bachelor of Engineering - Instrumentation Technology
RNS Institute of Technology