Customer Support Service
Resume:
Contact
saidapet,
vellore.
979******* (Mobile)
velloremanikandan96@gmail.c
om
www.linkedin.com/in/s-
manikandan-00061598 (LinkedIn)
Top Skills
CCNA
Problem Solving
Customer Support ccna
s Manikandan
Senior specialist in system administrator /HCL TECH Chennai, Tamil Nadu, India
Summary
Positive and upbeat Customer Service Specialist bringing three years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Personable, friendly and solution-oriented with the experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Experience
HCLTech
Senior Technical Support Specialist
February 2025 - Present (5 months)
Chennai, Tamil Nadu, India
Diagnosing and resolving IT issues, including hardware, software, and network problems.
Incident Management:
Receiving, logging, and prioritizing incidents, tracking their progress, and ensuring timely resolution within established service level agreements (SLAs). Service Request Fulfillment:
Handling user requests for new access, software installations, or other IT- related services.
Knowledge Base Management:
Contributing to the development and maintenance of knowledge articles and documentation to enable self-service and efficient problem resolution. Communication and Escalation:
Communicating with users to provide updates, escalate issues when necessary, and ensure user satisfaction.
Reporting and Analysis:
Page 1 of 3
Tracking key performance indicators (KPIs) related to service desk performance, identifying trends, and contributing to continuous improvement efforts.
Sutherland
2 years 9 months
Senior Customer Service Associate
October 2023 - November 2024 (1 year 2 months)
Chennai, Tamil Nadu, India
Built rapport with customers through courteous and professional communications.
Monitored email to promptly collect and respond to complaints. Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
Resolved customer queries over phone and by email. Customer Support Associate
March 2022 - October 2023 (1 year 8 months)
Chennai, Tamil Nadu, India
Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
Stayed current on policies, procedures and standards to offer optimal support. Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
Remained updated on company offerings through regular product research. Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support. Listened to individual complaints with open mind and asked detailed questions to understand issues.
Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. Concentrix
Technical Support Engineer
August 2021 - February 2022 (7 months)
Chennai, Tamil Nadu, India
Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
Addressed and resolved SLA issues promptly using an OTRS system. Provided clear and concise step-by-step technical support to guide clients. Page 2 of 3
Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations. Managed daily server backups on computers to avoid data loss from computer malfunctions.
Participate in in-person meetings with customers to assess and diagnose hardware problems.
Aided management in designing training manuals for usage and troubleshooting.
Logged and completed reports to submit technical details to management. Monitored RTP streaming on live calls to improve user experience. Used remote access to navigate and link to customer computers. Performed recovery operations to restore systems following failures. Sutherland
Associate
July 2020 - November 2020 (5 months)
Chennai, Tamil Nadu, India
Determined, controlled and reported on risks to company activities by running consumer surveys and market assessments, gaining valuable insight for planning purposes.
Produced and sent sales and KPI reports to managers to provide overview of business health and profitability.
Employed qualitative and quantitative methods in assessing and synthesising complex information into simple and clear insight. Digested information from customers and generated and submitted recommendations to stakeholders for decision-making. Observed debt collection and billing timelines to keep organisation's operations running smoothly with sufficient cash flow.
Education
University of Madras
Mba, Human Resources Management/Personnel Administration, General · (August 2022 - November 2024)
sss college arcot
Associate of Arts and Sciences - AAS, Computer Science · (2014 - 2017) Page 3 of 3
Contact this candidate