Swathi H C
Senior Technical Support Engineer
Bangalore
Summary
Dynamic Senior Technical Support Engineer with a proven track record at Khoros India, leading teams to enhance customer satisfaction through advanced troubleshooting and effective problem-solving. Recognized for streamlining processes, achieving high client retention, and delivering tailored support services that drive exceptional results. Proficient in JIRA systems and committed to teamwork and collaboration.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Senior Technical Support Engineer
Khoros India Private Ltd
02.2020 - Current
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
Systems Engineer
IBM India Pvt Ltd
09.2018 - 10.2019
- Implemented BPM solutions for efficient loan management at IDFC First.
- Conducted soap testing to validate business processes.
- Developed API integrations.
Education
Bachelor Of Engineering - Information Science And Engineering
06.2018
Skills
Advanced troubleshooting
Teamwork and collaboration
Problem-solving
User training
Ticket management
Access issue resolution
Ticket queue software
JIRA systems
Customer service
Timeline
Senior Technical Support Engineer - Khoros India Private Ltd
02.2020 - Current
Systems Engineer - IBM India Pvt Ltd
09.2018 - 10.2019
Malnad College of Engineering - Bachelor Of Engineering, Information Science And Engineering