Jegadish A
Coimbatore
Summary
Proactive technical support specialist with experience in high-pressure team environments. Adept at resolving time critical issues to restore core systems. Skilled in managing high-volume ticketing systems. Skilled in employee training, demonstrating exceptional problem-solving abilities and a commitment to excellence.
Overview
8
8
years of professional experience
Work History
Technical Support Engineer II
MITRATECH
HYDERABAD
10.2024 - Current
- Provide product and technical support to customers via phone and email, assisting them in troubleshooting and resolving product-related issues.
- Collaborate with cross-functional teams to address and solve critical issues efficiently.
- Participating in release meetings for new implementations and issue fixes.
- Initiating outage calls with the required teams to resolve high-priority issues.
- Maintain accurate and detailed records of customer interactions, issue resolutions, and system configurations using Salesforce.
- Gather customer feedback on services rendered, and provide insights to improve customer satisfaction and service delivery.
- Assisted in training junior team members and customers on system functionalities, best practices, and troubleshooting techniques.
- Experience in working 24/7 shifts.
Senior Customer Support Engineer
Responsive (formerly RFPIO)
Coimbatore
09.2021 - 10.2024
- Provide guidance and support during the initial setup and configuration to help customers get started effectively
- Establish and maintain strong relationships with customers, acting as a trusted advisor and point of contact for their needs
- Proactively suggest ways for customers to use the company's product more effectively, ensuring they derive maximum value
- Address customer inquiries, concerns, and issues promptly and effectively
- Coordinate with relevant internal teams to ensure timely resolution of technical or operational problems
- Provide regular reports and updates to internal teams and customers on progress and outcomes
- Gather and analyze customer feedback to gain insights into their experiences and challenges
- Use customer insights to provide input for improving products, services, and overall customer experience
Support Engineer
WinLin Infotech
Coimbatore
03.2020 - 09.2021
- Walk customers through the process of installing the software/panel on their server and starting up the program for first time.
- Handling clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
- Properly escalate the unresolved issues to appropriate internal teams (Eg Data center).
- Provide prompt and accurate feedback to the customers.
- Prioritize and manage several open issues at one time.
- Follow up with the clients to ensure their servers are fully functional after troubleshooting.
Senior Business Development Executive
Idea Bricks Technology
Coimbatore
01.2018 - 02.2020
- Prospect Analysis; analyzing client website and their products to know their needs and to secure a time for a more in-depth discussion
- Cold calling; making multiple outbound calls; closing sales and working with the client through the closing process
- Email Marketing; Sending follow up mails to the potential clients to strengthen a relationship with new leads and existing customer
- Collaborating with management on sales goals, planning, and forecasting; maintaining short- and long-term business development plans
- Ensure all deliverables are met on time with expected quality and communicated delivery plan to the client
Technical Support Representative
HGS
Bangalore
08.2016 - 10.2017
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Involved in convincing oscillated customer, following up with critical issues and work until the tickets of the customer is closed.
- Provided clear and concise step-by-step technical support to guide clients.
Education
MCA - Computer science
Kumaraguru college of Technology
Coimbatore, TN01.2016
B.sc - Mathematics
PSG College of Arts and Science
Coimbatore, TN01.2013
Skills
- SSO (Okta, MS Azure, OneLogin)
- MS SQL
- Incident management
- Employee training
- Salesforce
- Problem Solving
- Documentation
- ITIL Process
Timeline
Technical Support Engineer II
MITRATECH
10.2024 - Current
Senior Customer Support Engineer
Responsive (formerly RFPIO)
09.2021 - 10.2024
Support Engineer
WinLin Infotech
03.2020 - 09.2021
Senior Business Development Executive
Idea Bricks Technology
01.2018 - 02.2020
Technical Support Representative
HGS
08.2016 - 10.2017
MCA - Computer science
Kumaraguru college of Technology
B.sc - Mathematics
PSG College of Arts and Science
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