Swapnil Jagtap
Nashik
Summary
Dynamic Technical Support Engineer and General Transcriptionist with a proven track record at Aress Software and Education Technologies. Excelled in customer relationship management and technical troubleshooting, enhancing customer satisfaction and retention. Skilled in transcription software and maintaining high accuracy, demonstrating exceptional multitasking and organization. Renowned for analytical thinking and relationship building, consistently delivering beyond expectations.
Overview
10
10
years of professional experience
Work History
Technical Support Engineer
Aress Software and Education Technologies
Nashik
05.2022 - Current
- Provided technical support to customers by troubleshooting and resolving and software issues.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Assisted users with password resets and account lockout resolutions.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
General Transcriptionist
Datamatics Global Services Ltd.
Nashik
01.2015 - 01.2017
- Transcribed audio recordings of interviews, lectures, and other events accurately and quickly.
- Proofread transcripts for accuracy and formatting.
- Maintained confidentiality of all documents transcribed.
- Edited documents with proper grammar, punctuation, and spelling.
- Followed client-specific instructions regarding formatting, content.
- Developed skill in typing quickly and accurately at least 70 words per minute.
- Performed research on unfamiliar terms or topics as needed.
- Verified accuracy of final product prior to submission to client.
- Reviewed audio recordings for difficult passages that require additional attention or clarification.
- Monitored deadlines established by clients for completion of projects.
- Adjusted sound levels while transcribing audio recordings.
- Responded promptly to requests from clients concerning changes or revisions.
- Produced accurate transcripts within specified timeframes.
- Proofread, reviewed and verified dictation for accuracy and quality against established standards.
- Transcribed documents and maintained high levels of accuracy.
- Maintained up-to-date knowledge of transcription software updates and industry best practices.
Education
Bachelor of Arts - English Literature
KTHM College
Nashik06-2012
Skills
- Application installations
- Analytical thinking
- Customer service
- Customer relationship management (CRM)
- Documentation
- Service upselling
- Refunds processing
- Script adherence
- Live chat support
- Follow-up skills
- Technical troubleshooting
- Verbal and written communication
- Relationship building
- Complaint handling
- Multitasking and organization
- Transcription software
- Critical thinking
- File conversion
- Error correction
- Research
- Proofreading
- Excellent grammar
- Communication skills
- Grammar knowledge
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Timeline
Technical Support Engineer
Aress Software and Education Technologies
05.2022 - Current
General Transcriptionist
Datamatics Global Services Ltd.
01.2015 - 01.2017
Bachelor of Arts - English Literature
KTHM College
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