VARSHA M SWAMI
Bangalore
Summary
Senior Technical Support Specialist with over 5+ years of experience in enhancing team productivity and achieving 95% TAT compliance at BYJU'S. Skilled in incident management and root cause analysis, driving process improvements that resulted in a 20% increase in first response time. Committed to delivering exceptional service quality and fostering collaboration within teams.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Lead
BYJU'S
Bangalore
02.2020 - 07.2025
- Led and mentored a team of 12 analysts, enhancing productivity and collaboration.
- Acted as the lead for technical support operations, managing L2/L3 incidents effectively.
- Served as the primary escalation point to resolve critical issues.
- Ensured adherence to SLA and TAT across support queues to maintain service quality.
- Optimized workflows, improving first response time by 20%.
- Implemented RCA initiatives, reducing repeat incidents by 12%.
Senior Technical Support Specialist
BYJU'S
Bangalore
01.2019 - 02.2020
- Delivered second-line technical support and incident triage.
- Achieved 95% TAT compliance.
- Reduced escalations by 30%.
- Acted as a subject matter expert.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Provided technical support for customers over the phone and via email.
Education
Bachelor of Engineering - Electronics & Communication
Visvesvaraya Technological University
Belgaum05-2013
Skills
- First and second line technical support
- Leadership & Team Management
- Incident management and technical triage
- Escalation handling and stakeholder communication
- SLA, TAT, and service availability management
- Cross-functional collaboration
- Root cause analysis and problem management
- Process improvement and documentation
- Quality assurance and service excellence
Websites
Certification
- JIRA & Confluence - Udemy
- Digital Skills: User Experience - Accenture
Accomplishments
- Maintained 95% quality compliance.
- Onboarded and mentored over 20 analysts.
- Improved resolution efficiency by 15%.
Languages
- Kannada
- English
- Hindi
Timeline
Technical Support Lead
BYJU'S
02.2020 - 07.2025
Senior Technical Support Specialist
BYJU'S
01.2019 - 02.2020
Bachelor of Engineering - Electronics & Communication
Visvesvaraya Technological University