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