Technical Support Customer Service

Karthick K

Address: Chennai, India Phone number: 861******* Mail: ***********.***@*****.*** (Linkedin) Professional Summary

Experienced L2 Technical Support Executive with over 2 years in providing L1 and L2 technical support, focusing on resolving complex client issues and enhancing technical processes. Proven expertise in troubleshooting enterprise tools like Prolaborate, Enterprise Architect (EA), and Confluence. Adept at reducing resolution times, improving cloud operations, and ensuring high levels of client satisfaction through innovative technical solutions. Skill Set

Software Skills: Prolaborate • Enterprise Architect (EA) • SharePoint • Confluence • EASaaS • Azure AD • Zoho Desk

• Hubspot • Site 24/7

Technical Skills: L2 Technical Support Cloud Monitoring & Troubleshooting Software Installation & Integration SaaS Product Troubleshooting MSSQL & MySQL (Basic) Soft Skills: Customer Service • Team Leadership • Cross-functional Collaboration • Workflow Optimization • Problem- Solving • Root Cause Analysis

Work Experiences

L2 Technical Support Executive (Grade 2) Sept 2022 – Present Sixth Force Solution Chennai, India Full-time

Job Description:

Promoted to L2 Technical Support (Grade 2), leading efforts to resolve complex client issues and optimize technical workflows

Handled tickets via Zoho Desk, ensuring all critical and high-priority tickets were resolved within 24 hours, consistently meeting SLAs.

Integrated Prolaborate and EA software, achieving 99% system uptime and reducing project initiation time by 75%.

Implemented cloud monitoring and troubleshooting processes, reducing system downtime by 30% and increasing client satisfaction scores.

Integrated Prolaborate with SharePoint, and Confluence, reducing manual workflows by 40% and improving cross-department collaboration.

Configured Prolaborate with SSO (e.g., SAML 2.0, Azure AD), reducing login issues by 25% and enhancing security compliance.

Led L2 support for SaaS products like EASaaS, ensuring smooth operation and minimizing disruption to customer workflows.

Developed and maintained a Knowledge Base for issue resolution, improving internal training and reducing troubleshooting time by 20%.

Customer Service Associate May 2021 – June 2022

Sutherland (Amazon.in Process) Chennai, India Full-time Job Description:

Handled customer queries and issues over the chat medium, ensuring timely and accurate resolutions for order-related concerns.

Addressed customer-reported issues such as order status, cancellations, and refunds while maintaining high customer satisfaction.

Educated customers on ongoing offers, discounts, and product details when requested, promoting Amazon services and improving customer experience.

Documented and analyzed customer interactions to identify trends, contributing to a 10% improvement in team efficiency.

Delivered exceptional non-technical support, resulting in a 15% increase in customer satisfaction scores. Education

Bachelor of Computer Applications (BCA)

SRM Institute of Science and Technology, Ramapuram Chennai, India Graduation Date: 2021

CGPA: 8.14

Award

Best Performer Award, Sixth Force Solution (Recognized for reducing issue resolution time and achieving high customer satisfaction)

Declaration

I hereby declare that the above information is true to the best of my knowledge and belief. I take full responsibility for the accuracy of the details provided. Karthick K

Chennai, India

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