Sushma B
Tech support Engineer
Bangalore,Karnataka
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
Work History
Technical Support Engineer
Enphase Energy
Bangalore
12.2022 - 11.2023
- Provided technical support to customers regarding their existing or newly installed Enphase systems.
- Analyzed data collected from monitoring devices to identify areas needing improvement or repair.
- Analyzed customer's energy requirements to determine the most cost-effective system configuration.
- Provided technical support and troubleshooting assistance for customers experiencing issues with their systems.
- Used MobaXterm to remotely run commands and to fix issues.
- Assisted Customers and Technicians onsite.
- Guided customers on how to use the Enphase Enlighten App.
- Worked with the internal teams
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Technical Support Rep
Hewlett Packard Inc.
- Creating quotes and offering service opportunities by selling care packs
- Creating opportunities to sell new notebooks and workstations to the customers with expired warranty services/older units by providing overview of our new and elite products.
- Monitored customer feedback to ensure high levels of satisfaction.
- Following up with customers (phone/email) on regular basis to ensure end to end ownership on Cases and processing payments.
- Collecting payments through PGS tool
- Processing approvals for payments for the parts/services to get dispatched for the customer.
- Handling ROPS query and clearing the queries or concerns with uploading the necessary document on SAP tool
- Maintained detailed records of customer interactions and transactions.
- Mentored New Agents with technical and process support
- Collaborated with other departments such as sales, marketing, engineering., as required.
- Organizing and Managing the team, Communicating them with new process change
- Handling mailbox and providing end to end support accordingly
- Assisting the customers on queries and explaining the quotation and the service charges
- Closing of the cases where there is a rejection/NCM and updating the same on SPOS tracker
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Maintained up-to-date case documentation for future reference.
Education
Bachelor of Engineering [CSE] -
Visvesvaraya Technological University, Belgaum
01.2016
12th Board Examination -
Karnataka Board of J.S.K.P.U College, Arsikere
01.2012
10th Board Examination -
Karnataka Secondary Education Examination Board
01.2010
Skills
- Problem-Solving
- System Troubleshooting
- Process Improvement
- Teamwork and Collaboration
- Technical Documentation
- Technical Troubleshooting
- Customer Service
- Customer Relationship Management
- Training and mentoring
- Product Knowledge
Personal Information
- Father's Name: Basavaraju P.C
- Mother's Name: Leelavathi S.
- Date of Birth: 08/15/94
- Gender: Female
- Nationality: Indian
Disclaimer
I hereby declare that all the above statements are true and correct to the best of My knowledge and belief.
Accomplishments
- Awarded Stack Topper twice in AMS Region.
- Awarded Sales topper thrice in AMS region
- Stack topper for Q3, 2020 and in Q2 2022 in ANZ region
Languages
Kannada
First Language
English
Upper Intermediate (B2)
B2
Telugu
Intermediate (B1)
B1
Timeline
Technical Support Engineer
Enphase Energy
12.2022 - 11.2023
Technical Support Rep
Hewlett Packard Inc.
Bachelor of Engineering [CSE] -
Visvesvaraya Technological University, Belgaum
12th Board Examination -
Karnataka Board of J.S.K.P.U College, Arsikere
10th Board Examination -
Karnataka Secondary Education Examination Board
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