Technical Support Engineer

Permanent Full-time

May 2013- Apr 2015

Mumbai MH

India

• Designed and developed knowledge base for the enterprise, which was used by support engineers for troubleshooting and boosted process effectiveness by 15%.

• Communicated and worked with clients like Bank of America to define and develop support SLA to improve the ongoing support process.

• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.

• Responded to support requests related to hardware and software issues from end-users and patiently walked individuals through basic troubleshooting tasks with a resolution rate of 95%.

• Gathered trend data from customer calls and interactions and used it to train internal employees that reduced the training time for new hires by 25%.

Skills

Customer Service · Knowledgebase · Training & Development · Document Review · Technical Documentation · Requirements Gathering · Customer Requirements