Ujjawal Shresth
Pune
Summary
Results-driven technical support advisor with a proven track record at Concentrix, adept at troubleshooting complex device issues and enhancing customer satisfaction. Skilled in SQL and proficient in Power BI analytics, I excel in training associates and driving effective resolutions, ensuring seamless user experiences and operational efficiency.
Overview
4
4
years of professional experience
Work History
Advisor 2- Technical Support
Concentrix
Gurgaon
09.2022 - 11.2024
- Provide technical support to live customer over chat which they face on their device using various tools and article we got
- Run diagnostic over their device remotely
- And if necessary we do screensharing using our tools to solve their issue
- And we also have our senior support if needed even escalate this concern to them over call or even recommend customer for getting their device serviced physically
- Dealing with technical issue customer faces in their device we also help them in their subscription and purchases of their multimedia issue
Production Specialist
Wipro Technologies
Greater Noida
03.2021 - 08.2022
- Provide the customer support regarding pre purchase related to website description, cashback related query with terms and conditions and also escalation related query and technical query regarding software and device troubleshooting the issue on call
- Provide the support on secondary level and taking follow-up with backend
- Creating escalation when it required by ticketing tools and also providing support to L1 associates
- Taking care of L1 associates who is not able to resolve the query and encouraging the associate attention on their works
- Providing training also to the primary associates on behalf of updates that we are receiving from training team
- Additionally working with IT team on user issues and incidents
Education
B.Tech. -
Techno India University
Kolkata, West Bengal04.2018
Higher Secondary -
Creane Memorial School
Gaya, Bihar04-2014
Intermediate -
Creane Memorial School
Gaya, Bihar05-2012
Skills
- Technical support customer handling
- Troubleshooting procedures
- Power BI Analyst, different types of visuals/charts, Power BI services
- Good knowledge of DAX, time intelligence, gateway connection, and deployment pipelines
- Programming: Python (basic proficiency)
- SQL and its subcomponents, constraints, operators, joins and their types, functions
Languages
Hindi
First Language
English
Advanced (C1)
C1
Hobbies
- Listening Music
- Playing Video Games
- Adventure Travelling
Timeline
Advisor 2- Technical Support
Concentrix
09.2022 - 11.2024
Production Specialist
Wipro Technologies
03.2021 - 08.2022
B.Tech. -
Techno India University
Higher Secondary -
Creane Memorial School
Intermediate -
Creane Memorial School
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