Vijay Roy R
Enterprise Technical Specialist
Bengaluru
Summary
I am an experienced Enterprise Technical Specialist seeking a full-time position for the position of Customer Success/Escalation Manager role. I have got around 13+ years of experience in Service Desk & Managing user accounts. Result oriented, visionary and persuasive leader with a track record of excelling in high performance environment. A keen planner and strategist with demonstrated abilities in analyzing organization’s critical business requirement and develop innovative solutions.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Enterprise Technical Specialist
Azuga, Inc
Bengaluru
08.2019 - Current
- Products we support GPS Fleet tracking system, Azuga Fleet Mobile application, Asset trackers for trailers, Azuga Dash Cameras AI, etc
- Run device logs and analysis the issue
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Set, schedule Product and UI training for the customer and ensured all their questions are answered
- Escalate unresolved issues to the appropriate internal teams and made sure that the problem is being communicated to the right internal teams and that they take appropriate action to resolve it
- Created and maintained complete records for all prospect and customer interactions
- Answer all queries of customers and prospects and handled all of their objections tactfully
- Created JIRA tickets to report product issues with the engineering team
- Handling the Managed enterprise accounts
- Update and Manage CRM/Salesforce tools for all assigned customers
- Problem Solving and Troubleshooting
- Collaborate with cross functional teams
- Provided additional training to members of my team
- Project on Safety Camera and GPS devices Proactive Wellness check.
Senior Tech Support Analyst
Thomson Reuters
Bengaluru
02.2011 - 08.2019
- Setup and maintenance of Baseline servers, including software updates and fix implementation
- Trouble shooting technical issues with the products sold by Thomson Reuters to their clients around the globe
- Involved as Team Spoc for maintaining Shift Roster in (ITMS Application) for weekly basis in order to change and
- Re-schedule team member for any Business Requirement
- Updating the Workforce Team on the same
- Products that we support is Baseline Servers, DataStream, Thomson One Wealth Management tool(WMW & WMW+),SDC Platinum, Thomson One Excel Add-ins and all web based Application like Thomsonone.com, webaccess.thomsonreuters.com
- Interacting directly with external clients via phone, e-mail and provide technical support for products developed by
- Thomson Reuters which provide real time as well as Historical financial information.
Senior Process Associate
Infosys
Bengaluru
11.2009 - 02.2011
- Providing first level technical support to in-house and home-based employees through gotomypc / gotoassist programs
- Monitoring and managing the process of job flow and getting all jobs executed within target time, preparing reports using excel, answering queries of Indian vendors &UK clients of the co
- Through e-mails and telephone
- Escalating the technical issues and opening trouble tickets with our Software Support Team, UK.
TECHNICAL SUPPORT REPRESENTATIVE
Aditya Birla Minacs world Wide Ltd
Bengaluru
07.2007 - 10.2009
- Handling technical call for the US and Asia Pacific customers
- Train the agents on process related issue and help them to come up the learning curve
- Involve with the quality team and check for loop holes in the process.
Education
Bachelor of Business Management - Marketing/Marketing Management
06.2004 - 05.2007
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Skills
Able to handle people in team as well as individuallyGood knowledge about Microsoft Office applicationAble to speak publicly with confidence, answering questions from individuals and groupsWilling to communicate with customers and colleagues and provide excellent customer serviceActively listen to what customers have to say, restating information to ensure understanding
Technical support knowledge
User training expertise
Helpdesk support
Strategic planning
Business Process Analysis
User training
Certification
Top Skills Troubleshooting Application Support Enterprise Accounts
Additional Information
- Honors-, Awards Outstanding Customer Service Certificate of Achievement. Vijay Roy Richard Enterprise Technical Specialist Bangalore Urban
Accomplishments
- Received experience pulse award.
- Achieved quarterly award for Q4 2016 and Q1 2017.
- Achieved Account Wellness Check through effectively helping to avoid churn threat.
- Received multiple Appreciation emails for resolving customer's issue. Recognized for "Azuga CSM"
Vijay Roy Richard is fantastic at working on the cases he is assigned for my customers. He takes the time to ask the necessary questions, as well as follows up very consistently. Thanks, Richard for being such an asset to the team!
Biker, Travelling, Listening to music
Biking is an adventure that comes with exploring new places on two wheels. I love traveling, it is a wonderful way to explore different cultures, landscapes, and experiences. Listening to music is a universal pastime that can be enjoyed in various settings and moods. Music has the power to evoke emotions, set the atmosphere, and create a personal connection with the listener.
Timeline
Enterprise Technical Specialist - Azuga, Inc
08.2019 - Current
Senior Tech Support Analyst - Thomson Reuters
02.2011 - 08.2019
Senior Process Associate - Infosys
11.2009 - 02.2011
TECHNICAL SUPPORT REPRESENTATIVE - Aditya Birla Minacs world Wide Ltd
07.2007 - 10.2009
Baldwins Methodist College - Bachelor of Business Management, Marketing/Marketing Management
06.2004 - 05.2007