Veeramani Kayathri Sivakumar
Coimbatore
Summary
Experienced Technical Support Engineer with over a decade of experience delivering exceptional customer service and resolving complex technical issues in security software, operating systems, and client applications. Skilled in handling customer escalations, providing support via chat/email/remote tools, and improving service quality. Proficient in using remote tools and CRM platforms to ensure customer satisfaction.
Overview
13
13
years of professional experience
Work History
Technical Customer Support Engineer
Foundever
02.2015 - Current
- Provided technical support for AVG security products through chat, email, and remote sessions.
- Handled over 20 customer interactions daily, contributing to a 10% increase in customer satisfaction and retention.
- Managed client escalation tickets, offering timely and effective resolutions.
- Assisted customers with product installation, refunds, and license verification.
- Delivered support via social media platforms and community forums, improving public sentiment and brand trust.
- Diagnosed and fixed service-specific issues, increasing first-call resolution rates.
Technical Support Representative
C-Cubed Solutions
07.2012 - 01.2015
- Supported Microsoft products and Windows OS, including email client troubleshooting (Outlook, Windows Mail).
- Utilized LMI Remote to access client systems and resolve technical issues efficiently.
- Collaborated with voice and development teams for advanced troubleshooting.
- Provided feedback on chat quality and contributed to process improvements.
- Encouraged customers to renew support subscriptions, increasing service continuity.
Education
Bachelor of Electronics and Communication Engineering -
Coimbatore Institute of Engineering and Technology
01.2012
High School Diploma - undefined
Government Girls Higher Secondary School
01.2008
SSLC - undefined
Government Girls Higher Secondary School
01.2006
Skills
- Technical & Desktop Support
- Remote Assistance
- AVG Product Support
- CRM Tools
- Ticket & Escalation Management
- Email Client Troubleshooting
- Refund & License Verification Processes
- Social Media and Community Forum Support
- Customer Service & Communication
- Windows OS & Microsoft Product Support
Timeline
Technical Customer Support Engineer
Foundever
02.2015 - Current
Technical Support Representative
C-Cubed Solutions
07.2012 - 01.2015
High School Diploma - undefined
Government Girls Higher Secondary School
SSLC - undefined
Government Girls Higher Secondary School
Bachelor of Electronics and Communication Engineering -
Coimbatore Institute of Engineering and Technology
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