Software Engineer Customer Service

SARANYA

Software Engineer

Enthusiastic and customer-oriented individual eager to launch a

career in the support industry. Possessing excellent communication skills and a positive attitude, with a strong desire to learn and grow within a dynamic team environment. Quick learner with a willingness to adapt to new processes and technologies. Seeking an opportunity to contribute to delivering exceptional customer service and to develop valuable skills in a support process setting.

********************@*****.***

+91-936*******

Trichy, 620019, India.

https://www.linkedin.com/in/saranya-s-a5844a227?

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COGNIZANT TECHNOLOGY SOLUTIONS 12/2022 – 12/2023

DataBase : SQL

84%

Participated n WiproTalentNext2021

Got Certificate in TCS ION Career

Edge- Young Professional..

2016-2017

HIGH SCHOOL – (12TH Grade) Computer

science

St Antony’s Higher Secondary School

67% 2018-2019

SECONDARY SCHOOL – (10TH Grade)

St Antony’s Higher Secondary School Trichy

BACHELOR DEGREE – BSC Computer science

Jamal Mohamed College Trichy. 2019-2022

CGPA - 8.5%

TECHNICAL COMPETENCY

EDUCATION

WORK EXPERIENCE

PARTICIPATION & TRAININGS

Ticket Management and SLA Adherence

Ticket Assignment and Tracking: Assigned tickets to appropriate support team members based on skillset and workload. Monitored the progress open tickets, ensuring timely updates and follow-ups with customers.

Monitoring and Reporting: Continuously monitored ticket statuses to ensure compliance with SLA timeframes.

Ticket Resolution: Diagnosed and resolved technical issues, providing step-by-step solutions and detailed instructions to customers. Understanding SLAs: Thoroughly understood and adhered to the SLAs defined by the organization for different types of support requests. SLAs included specific response times, resolution times, and customer communication protocols.

Used SLA management tools and dashboards to track performance against SLAs in real-time.

Provided top-tier technical support to customers via phone, email, and chat, resolving hardware, software and network issues.

Conducted thorough diagnostics to identify and

resolve customer problems promptly.

Assisted customers with product setup, configuration, and troubleshooting, ensuring a smooth user

experience.

Escalated complex technical problems to higher-level support or engineering teams, ensuring timely

resolution.

Troubleshooting hardware issues

(e.g., printers, monitors, keyboards)

Service Now: TicketsManagement

Documentation: Creating detailed

reports and logs of issues.

Documenting solutions and

processes.

Ticket Creation: Prioritized tickets based on urgency and impact, ensuring critical issues were addressed promptly.

Jr.Software Engineer

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