Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Professional Efficiencies
Timeline
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Vineeth T

Vineeth T

Chennai

Summary

Dynamic and results-driven Technical Support Engineer with a proven track record at iOPEX Technologies in resolving client inquiries, identifying technical issues, and optimizing support processes. Consistently met and exceeded key performance indicators (KPIs), earning recognition for outstanding contributions. Adept at troubleshooting, root cause analysis, and delivering high-quality customer support in fast-paced environments. Committed to ensuring customer satisfaction, process efficiency, and continuous service improvement.

Overview

8
8
years of professional experience

Work History

Technical Support Engineer

iOPEX Technologies
Chennai
05.2023 - 12.2024
  • Providing first level support to customer inquiries and issues via chat
  • Assisting customers in onboarding new devices and in troubleshooting existing devices
  • Identifying the root cause of the issue by probing and providing accurate solution to fix the issue, aiming for first contact resolution
  • Maintaining deep understanding of the products or services to answer customer queries and provide appropriate recommendations accurately
  • Escalate complex problems to higher-level support or engineering teams
  • Met and exceeded all key performance indicators set by management
  • Received monthly R&R award for the month of July and August- 2024
  • Assisted and helped my teammates in the absence of the team lead

Technical Support Executive

Sutherland Global Services
Chennai
10.2016 - 11.2021
  • Handling US Customers queries related with Amazon devices (Kindle, Fire stick, Fire tablets)
  • Handling customers with their account, digital contents, subscription issues and perform real time troubleshooting to fix the issues
  • Kindle, Fire stick, Fire tablets installation and performing troubleshooting to all sorts of device related issues
  • Active Team lead (From Nov 20, 2019 to 2021) - Worked towards achieving team performance in all Metrics
  • Received yearly star performer award 2019 & Received monthly R&R awards for best consultant

Education

Bachelor of Arts - Computer Science

Bharathidasan University
Chennai

BCA -

Vels University

HSC -

Holy Prince Mat Hr Sec School

SSLC -

Prince Mat Hr Sec School

Skills

  • Client Inquiry Resolution
  • Internal & External Stakeholder Coordination
  • High-Level Customer Satisfaction Management
  • Strong Product & Process Knowledge
  • Multitasking & Prioritization
  • Process Optimization & Implementation
  • Quality Assurance & Process Improvement
  • Issue Identification & Resolution
  • Audit Support (Internal/External)
  • Task Ownership & Accountability
  • Analytical Thinking
  • Problem-Solving
  • Attention to Detail
  • Root Cause Analysis
  • Interpersonal Skills
  • Collaboration & Teamwork
  • Flexibility & Adaptability
  • Self-Driven & Proactive
  • Working Under Pressure & Shift Readiness
  • Client-Centric Mindset

Hobbies and Interests

  • Watching movies
  • Gardening

Professional Efficiencies

  • Handled an average of 30+ customer inquiries daily with a 98% satisfaction rating, ensuring prompt and accurate issue resolution.
  • Effectively managed high-volume workloads, maintaining exceptional accuracy and adherence to quality standards.
  • Balanced multiple priorities simultaneously, optimizing productivity without compromising service excellence.
  • Identified recurring customer issues and collaborated with the knowledge management team to enhance self-service content, leading to a 10% reduction in support tickets.

Timeline

Technical Support Engineer

iOPEX Technologies
05.2023 - 12.2024

Technical Support Executive

Sutherland Global Services
10.2016 - 11.2021

Bachelor of Arts - Computer Science

Bharathidasan University

BCA -

Vels University

HSC -

Holy Prince Mat Hr Sec School

SSLC -

Prince Mat Hr Sec School

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Vineeth T