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
Similar Profiles
Shane WrightShane Wright
Sales Development Representative at MitratechSales Development Representative at Mitratech
Derek HoganDerek Hogan
Sales Development Representative at MitratechSales Development Representative at Mitratech
ARFIA FIRDOUSARFIA FIRDOUS
Technical Support Engineer II at MitratechTechnical Support Engineer II at Mitratech