Tejaswini R
Bangalore
Summary
Technical Support Engineer having 6+ years of experience providing top-notch customer service and resolving intricate technical issues. I am skilled in leveraging my deep understanding of various technologies to provide innovative solutions that meet and exceed customer expectations. With a passion for delivering exceptional service, I am committed to providing end-to-end support to ensure smooth and seamless operations for clients.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer - 2, Account Security
Twilio Technology Private Limited
04.2023 - Current
- Expert in REST API Implementation & Integration: Proficiently handle REST API implementation and integration, demonstrating a deep understanding of this crucial aspect of modern technology.
- Networking Mastery: Adept in Networking, including TCP/UDP, SSL/TLS, and HTTP Services, showcasing a comprehensive knowledge of network protocols.
- Expert Technical Support at Twilio: Delivered top-notch technical support for Twilio's Verify and Lookup API and services, engaging with customers through email, phone, and chat to ensure their success.
- Escalation Management: Successfully manage escalations and critical customer situations, consistently delivering timely resolutions while maintaining high customer satisfaction.
- Process Improvement Visionary: Proactively identify opportunities for process improvements, automation, and efficiency enhancements, driving positive change within the support organization.
- Exceptional Performance: Obtained an Exceptional rating in Performance Review, achieving a remarkable global CSAT score of 4.7/5.0, reflecting outstanding customer service.
- Thriving in High-Pressure Environments: Demonstrated the ability to excel in fast-paced, high-pressure settings, efficiently managing multiple priorities and consistently resolving customer issues in a timely manner.
- Productivity Enabler: Managed a high volume of customer interactions, handling up to 100 tickets including critical SDME escalations, business inquiries, and the majority of Priority 1 tickets during peak periods which is equivalent to 10 TSEs productivity.
- Mastering Twilio Account security products: Leveraged this knowledge to assist enterprise customers, Technical Account Managers (TAMs), and solution engineers across diverse regions, effectively resolving complex issues while fostering collaboration with cross-functional teams.
- Trained New Hires: Led internal training programs, successfully imparting technical skills to over engineers of varying backgrounds and experience levels. This commitment to skill development enhanced the proficiency of team members across the organization.
Technical Support Engineer - L2
SmartQ - Bottle Lab Technologies Pvt Ltd
05.2022 - 04.2023
- Provided the technical assistance to clients across the firm with regard to new workflows or changing existing ones, offering solutions for the better customer satisfaction and collaborating with internal teams to provide solutions for adversity
- Strong knowledge of TCP/IP networking concepts as well as hands-on experience with network troubleshooting
- Continuously improve our documentation (knowledge base and api docs), when new features are released but also implemented the new workaround on how to improve our documentation
- Lead and manage prospects and customers through integration and implementation of business features, including SSO, API integrations, analytics, and reporting
- Provide and publish sample code APIs, including customer-facing documentation and Respond to customer questions relating to Systems’ APIs and SDKs
- Working knowledge in the backend tool, participation in product enhancement discussions, and experience implementing the APP and PWA strategies
- Experience with web technologies such as HTML and CSS.
- Strong general IT skills, including database, network, virtualization, Linux, Windows and Good knowledge of RESTful technologies and ability to work with Postman tool
Technical Support Engineer
Kitagawa India Pvt Ltd
09.2019 - 04.2022
- Multiple sales systems were learned and used frequently to investigate, track, and resolve customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Multitasked to handle diverse customer needs in high-volume, prioritizing tasks to keep up with challenging deadlines.
- Responded to customer calls and emails to answer questions about products and services.
- Used the company's troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
Customer Success Engineer
Bundl Technologies Pvt Ltd
07.2018 - 08.2019
- Customer satisfaction was maintained by focusing leadership and organizational strategies on addressing customer needs and concerns.
- Customer loyalty was fostered, repeat business was encouraged, and overall customer satisfaction was raised.
- Recommended solutions to complex situations based on research and critical thinking, and escalated the customer's concerns to supervisor for further assistance.
- In order to achieve customer satisfaction, owned ability to troubleshoot issues and assist clients via phone calls, emails, and chats.
- While owning escalations, bugs, and feature requests, as well as prioritizing open issues with key customers, triage cases are assigned to appropriate teams.
- Constantly strategize, conceive and execute internal processes to improve the Customer Success organization and our service offerings
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Mangalore Institute of Technology And Engineering
Mangalore04.2018
Skills
- Mastery in Issue Resolution: Proficient in the art of troubleshooting, debugging, replicating issues, and conducting indepth log analysis to swiftly resolve customer concerns, ensuring their satisfaction
- Networking Expertise: Possess a comprehensive understanding of networking protocols, network hardware, and the ability to diagnose and address network- related issues effectively
- API Integration Specialist: Demonstrated strong proficiency in Rest API and Twilio messaging, showcasing a knack for seamless API integrations to enhance functionality and user experience
- CRM and Ticketing System Savvy: Experienced in utilizing CRM and ticketing systems such as Zendesk, Salesforce, and Jira to streamline customer interactions, ensuring efficient issue tracking and resolution
- Clear and Effective Communication: Exceptional communication skills, both written and verbal, underpin my ability to engage with customers, grasp their concerns, and provide clear, concise, and non-technical explanations for technical solutions
- Problem-Solving Prodigy: Exhibit exceptional problem-solving and analytical skills, consistently delivering customerfocused solutions
- Dedicated to Customer Satisfaction: A strong customer-centric mindset, consistently striving to provide exceptional support and exceed customer expectations
- Commitment to Learning: Committed to continuous learning and self-development to stay up-to-date with evolving technologies and industry trends, ensuring continued relevance and expertise
Accomplishments
- Participated in a 3 day technical workshop on FlutterFlow, a low-code application development platform for mobile and web apps
- Attended the hackathon workshop - Leapathon, leapfrogging into automation 2.0 with Testsigma - an open source test automation platform Achievements
- Worked on modern UX build building a library of reusable assets standardizing the client - side development
- Ability to extend the platform with writing the JSON code
- Worked on writing the test cases for automation tool
- Brainstormed about the stability and scalability of the products
Interests
- Travelling and Hiking
- Internet Surfing
- Watching movies and series
- Playing Badminton and Volleyball
Timeline
Technical Support Engineer - 2, Account Security
Twilio Technology Private Limited
04.2023 - Current
Technical Support Engineer - L2
SmartQ - Bottle Lab Technologies Pvt Ltd
05.2022 - 04.2023
Technical Support Engineer
Kitagawa India Pvt Ltd
09.2019 - 04.2022
Customer Success Engineer
Bundl Technologies Pvt Ltd
07.2018 - 08.2019
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Mangalore Institute of Technology And Engineering
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