SAVAD KALLAYIL
TECHNICAL SUPPORT SPECIALIST
DUBAI,DU
Summary
Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Provides comprehensive Customer service and customer care support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
1
1
year of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
TECHNICAL SUPPORT SPECIALIST
MALOMATIA INDIA PVT LTD
PUNE, INDIA
03.2021 - 11.2021
- Fielded average of 90 plus inbound phone calls to deliver support and remotely resolve service issues,, with duties including retrieving customer data, presenting relevant technical support and troubleshooting for Ehteraz (Official Covid19 App) & Metrash (MOI services in App) for Qatar Govt.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Recorded and maintained relevant notes for each client and work order.
- Maintained and updated customer service database.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Onboarded and trained incoming junior tech support specialists.
CUSTOMER SERVICE
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
PUNE, INDIA, MAHARASHTRA
01.2020 - 03.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Implemented and developed customer service training processes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
Education
BBA - Finance
AKIS POONA COLLEGE oF ARTS SCIENCE AND COMMERCE
PUNE MAHARASHTRA INDIA 09.2016 - 03.2020
Skills
Technical issues analysis
undefinedTimeline
TECHNICAL SUPPORT SPECIALIST
MALOMATIA INDIA PVT LTD
03.2021 - 11.2021
CUSTOMER SERVICE
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
01.2020 - 03.2020
BBA - Finance
AKIS POONA COLLEGE oF ARTS SCIENCE AND COMMERCE
09.2016 - 03.2020
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