Suprovo Saha
Kolkata
Summary
Experienced Customer Support Engineer with a background in technical support and customer service, offering over 3 years of expertise. Proficient in troubleshooting complex software and hardware issues, fostering collaboration with cross-functional teams for optimal solutions. Committed to enhancing customer satisfaction through efficient problem-solving and exceptional communication skills. Strong foundation in economics. Skilled in SQL, API integrations, and data analysis for comprehensive client support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CSE
Tata Consultancy Services
01.2021 - Current
- Monitored and managed inbound customer inquiries across multiple channels, including phone, chat, and email, ensuring prompt responses and maintaining service level agreements
- Reviewed and categorized incoming tickets, assigning them to appropriate teams, and performed manual ticket closures to ensure timely resolution and minimize backlog
- Collaborated with support leaders to identify potential system outages or disruptions, escalating incidents promptly and drafting communications for internal stakeholders
- Utilized Excel to generate actionable reports on ticket trends, agent performance, and volume metrics, providing insights for strategic decision-making and continuous improvement initiatives
CSE
JK Technosoft
08.2020 - 11.2020
- Assisted end-users over the phone and via email to resolve technical issues related to software and hardware
- Documented and tracked incidents in the ticketing system to ensure timely resolution and escalated when required
- Collaborated with other IT teams to provide support during system upgrades and maintenance
CSE
Wipro
08.2018 - 11.2019
- Assisted customers with technical issues related to software and hardware, resolving their problems in a timely and efficient manner
- Conducted troubleshooting and testing of computer systems and applications, and documented issues for further analysis
- Collaborated with cross-functional teams to deliver technical support and ensure customer satisfaction while maintaining a high level of professionalism and technical expertise
Education
Bachelor's of Science - Economics
10.2020
- Specialization in Economics.
- Research Paper on "Bank Vs NBFC".
Skills
- Project Management
- IT Support
- Customer Service Operations
- Microsoft Excel
- Power BI
- Teamwork and collaboration
- Friendly, positive attitude
- Problem-solving
- Customer service
Certification
Data Science Bootcamp by Upgrad
Languages
English
Hindi
Bengali
Technical Skills
- Project Management
- IT Support
- Customer Service Operations
- Microsoft Excel (pivot tables, charts, data analysis)
- Power BI
Timeline
CSE - Tata Consultancy Services
01.2021 - Current
CSE - JK Technosoft
08.2020 - 11.2020
CSE - Wipro
08.2018 - 11.2019
University of Calcutta - Bachelor's of Science, Economics
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