Swathi Tejavath
Bangalore
Summary
Results-oriented Technical Support Engineer with expertise in customer support and consultative selling. Enhanced customer satisfaction through structured troubleshooting and relationship management. Drove sales growth by delivering effective product recommendations and solutions.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Technical Support Engineer Level 2
Hewlett-Packard Inc.
Bangalore
01.2023 - Current
- Resolved escalated concerns through strategic troubleshooting and coordination with service partners while maintaining a 99.5% customer satisfaction rating.
- Delivered remote support through screen-sharing and remote access tools for hardware and software troubleshooting.
- Evaluated customer-reported issues across AMS, EMEA, and APJ regions to deliver effective technical solutions.
- Established long-term customer relationships through consistent delivery of high-quality service and support.
- Created and implemented troubleshooting frameworks that streamlined resolution times and boosted customer satisfaction.
- Managed customer cases autonomously to ensure timely resolution. and escalated issues promptly.
- Utilized proactive monitoring techniques to identify and prevent potential issues before service disruption occurred.
- Developed extensive expertise in HP commercial and consumer products through continuous learning and product training.
- Collaborated with internal sales teams and business partners to provide accurate product recommendations and customer solutions.
- Used a consultative sales approach to recommend suitable upgrades, accessories, and replacement products, contributing to sales growth and customer satisfaction.
- Utilized product knowledge and customer insights to identify sales opportunities, enhancing revenue growth initiatives.
- Utilized proactive monitoring techniques to identify and prevent potential issues before service disruption occurred.
Technical Solution Engineer
Team Lease - ASAP Info Systems Pvt. Ltd.
Bangalore
04.2017 - 07.2019
- Delivered hands-on product support through demonstrations and technical guidance.
- Diagnosed hardware-related issues and coordinated timely repairs with service providers to minimize downtime.
- Assisted customers with product inquiries, delivering clear guidance on hardware features and functionality to enhance user experience.
- Maintained detailed case records, ensuring accurate documentation of customer interactions for improved support continuity.
- Supported customers throughout the service lifecycle, contributing to improved customer satisfaction and retention.
- (Contract assignment supporting Hewlett-Packard Inc.)
Education
Bachelor of Technology (B.Tech) - Computer Science Engineering
Kalinga Institute of Industrial Technology (KIIT)
Bhubaneswar, Odisha, India09-2018
Skills
- Technical proficiency
- Technical sales support
- Product knowledge
- Technical guidance
- Sales expertise
- Cross-selling and upselling
- Product advisory
- Customer experience
- Solutions-driven approach
- Analytical thinking
- Communication skills
- Interpersonal skills
- Effective collaboration
- Relationship management
- Service quality and SLA compliance
- Quick learner
Accomplishments
- Certificate of Achievement – Best Influencer Performer
- Rock Star Influential Performance Award
- Customer Obsession Prime Player Award for Excellent Performance
- Ace Customer Obsession Prime Player Award for Excellent Performance
- Consistently recognized for delivering high customer satisfaction and outstanding support performance
- Contributed to business growth through customer-focused sales recommendations and product advisory services.
Areas of Expertise
Communication: Skilled in verbal and written communication, enabling clear interactions with customers, peers, and stakeholders., Analytical Thinking: Expertise in diagnosing complex technical issues and applying structured troubleshooting methodologies., Knowledge Management: Experience creating and maintaining support documentation and identifying root causes of recurring issues., Customer Support Excellence: Strong background in technical support, escalation management, and hardware/software troubleshooting., Technical Proficiency: Hands-on experience with CRM platforms, Genesys, HP diagnostics, remote access tools, and enterprise support processes., Interpersonal Skills: Strong listener with excellent problem-solving, teamwork, and process improvement capabilities., Consultative Selling: Skilled in identifying customer needs and recommending tailored technology solutions., Product Advisory: Knowledgeable in HP laptops, desktops, monitors, headsets, docking stations, and accessories., Sales Expertise: Proven ability to drive revenue growth by recommending suitable products, upgrades, and replacement options., Relationship Management: Strong customer engagement and retention skills focused on long-term satisfaction and business growth., Cross-Selling & Upselling: Experienced in recognizing opportunities to recommend complementary products and services.
Certification
- Lean Six Sigma Yellow Belt Program FY26
Timeline
Technical Support Engineer Level 2
Hewlett-Packard Inc.
01.2023 - Current
Technical Solution Engineer
Team Lease - ASAP Info Systems Pvt. Ltd.
04.2017 - 07.2019
Bachelor of Technology (B.Tech) - Computer Science Engineering
Kalinga Institute of Industrial Technology (KIIT)