Tharun Teja Sreeramoju
Hyderabad
Summary
Product Support Analyst with extensive experience in supporting Autoline applications for automotive dealerships. Proficient in diagnosing and resolving customer issues while ensuring effective communication and prompt solutions. Expertise in case documentation and knowledge article creation, along with mentoring team members as a KCS Coach. Recognized for managing escalations with professionalism and achieving high levels of customer satisfaction.
Overview
4
4
years of professional experience
Work History
Product Support Analyst
Keyloop
Hyderabad
10.2021 - Current
- Monitored and managed incoming customer cases via Salesforce, resolving application issues in Autoline Rev8 and Autoline Drive.
- Reproduced and diagnosed reported issues by accessing customers’ live applications; gathered comprehensive details in single interactions.
- Resolved queries in real-time during calls by making necessary changes directly within applications.
- Conducted thorough investigations for complex issues to ensure accurate resolutions and customer satisfaction.
- Created and maintained Knowledge Base articles for new or uncommon issues, facilitating future case resolutions.
- Documented each case meticulously, including step-by-step troubleshooting and annotated screenshots for transparency.
- Handled escalations effectively by clearly updating customers and internal teams, while maintaining strong customer relationships.
- Served as KCS Coach, reviewing peers’ documentation and providing feedback to enhance knowledge management quality.
Support Analyst
CDK Global
Hyderabad
04.2021 - 09.2021
- Completed formal training on dealership software and customer service tools.
- Provided chat support to resolve product issues and queries efficiently.
- Investigated reported problems by accessing application environments and replicating user scenarios.
- Delivered clear solutions through chat while maintaining a helpful, friendly tone.
- Escalated complex issues to senior teams, documenting findings thoroughly.
- Maintained high customer satisfaction by responding promptly to user concerns.
- Exhibited strong communication and problem-solving skills during challenging interactions.
Education
Bachelor of Technology - Mechanical Engineering
Sreenidhi Institute of Science And Technology
Hyderabad05-2019
Board of Intermediate - MPC
Sri Chaitanya Junior College
Hyderabad04-2015
Secondary School Certificate (SSC) - General Education
Gautam Talent School
Tirupati05-2013
Skills
- Technical support and troubleshooting
- Ticket tracking and case management
- Application issue resolution
- Customer communication and service
- Case documentation and knowledge sharing
- Knowledge base article writing
- KCS coaching, and peer review
- Problem solving strategies
- Time management skills
- Basic Linux commands
- Team collaboration
Achievements
- Successfully resolved complex customer issues
- Knowledge Base Contributions
- Customer satisfaction
- Escalation Management
- Training and mentorship
Strengths
- Strong problem-solving skills
- Excellent customer service
- Good communication skills
- Detail-oriented
- Team player
- Effective time management
- Ability to handle escalations
Personal Details
- Full Name: Sreeramoju Tharun Teja
- Date of Birth: 04-10-1998
- Gender:Male
- Married Status: Single
- Nationality: Indian
- Languages Known: English, Telugu
Declaration
I hereby declare that all the information provided above is true to my knowledge
Sreeramoju Tharun Teja
Timeline
Product Support Analyst
Keyloop
10.2021 - Current
Support Analyst
CDK Global
04.2021 - 09.2021
Bachelor of Technology - Mechanical Engineering
Sreenidhi Institute of Science And Technology
Board of Intermediate - MPC
Sri Chaitanya Junior College
Secondary School Certificate (SSC) - General Education
Gautam Talent School
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