Vijaya Raghavan K
Bengaluru
Summary
Technical support professional with proven track record of resolving complex technical issues and enhancing client satisfaction. Valued for strong collaborative skills and results-driven approach. Known for adaptability and providing reliable solutions in dynamic environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Technical Support Advisor
Concentrix
03.2021 - Current
- Delivered comprehensive technical assistance, ensuring high customer satisfaction across email, and chat channels.
- Diagnosed and resolved technical hardware and software issues in a timely manner.
- Guided customers through seamless installation of applications and hardware, enhancing user experience and reducing issue resolution time.
- Created detailed documentation on troubleshooting procedures and resolutions.
- Trained junior technical support team members on complex technical issues.
- Reviewed customer feedback surveys to identify areas of improvement.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Collaborated with cross-functional teams to drive improvements in service delivery and customer feedback mechanisms.
- Developed and maintained a knowledge base of current products and services offered, technical solutions to streamline support processes for peers.
Senior Associate
Telligent Support LLP
06.2019 - 11.2019
- Answered customer inquiries via email.
- Responded promptly to customer queries and concerns.
- Provided technical support to customers regarding product use and troubleshooting.
- Followed up with customers to ensure their satisfaction with products or services provided.
Senior Associate
Amazon Development Center
11.2017 - 02.2019
- Interpreted business requirements into technical specifications for system development initiatives.
- Reviewed customer feedback surveys to identify areas of improvement.
- Resolved billing disputes with customers in a timely manner.
- Followed up with customers to ensure their satisfaction with products or services provided.
- Maintained accurate records of customer interactions and transactions.
Customer Support Agent
Sutherland Global Services
08.2016 - 10.2017
- Provided exceptional customer support via phone, email, and chat to resolve technical issues swiftly and efficiently.
- Collaborated with product teams to stay informed about new features and improvements, enhancing customer education and support.
- Analyzed customer feedback to enhance service quality, leading to increased customer retention and satisfaction.
- Documented technical processes and resolutions, contributing to a comprehensive knowledge base for future reference.
Associate
Revenue Med
09.2008 - 03.2010
- Reported any discrepancies or errors in pricing or inventory levels to management.
- Verified credit card charges against purchase receipts for accuracy.
Education
Master Of Computer Applications - Computer Science
Kumaraguru College Of Technology(Autonomous)
05.2013
Bachelor Of Science - Computer Technology
Noorul Islam College Of Engineering
11.2009
Skills
- Problem Solving
- Time Management
- Training and Mentoring
- Feedback Analysis
- Analytical Thinking
- Attention to Detail
- Customer Relationship Management
Certification
- Cisco certified Network Associate.
- Microsoft Certified Professional
Languages
English
Tamil
Disclaimer
The information furnished above is correct to the best of my knowledge.
Timeline
Senior Technical Support Advisor
Concentrix
03.2021 - Current
Senior Associate
Telligent Support LLP
06.2019 - 11.2019
Senior Associate
Amazon Development Center
11.2017 - 02.2019
Customer Support Agent
Sutherland Global Services
08.2016 - 10.2017
Associate
Revenue Med
09.2008 - 03.2010
Bachelor Of Science - Computer Technology
Noorul Islam College Of Engineering
Master Of Computer Applications - Computer Science
Kumaraguru College Of Technology(Autonomous)
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