Experience

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  Tata consultancy services

  Aug 2021 - Dec 2022

  Support analyst

  As a Support Analyst in a digital analytics project at Level 2 support, I played a pivotal point of contact between customers and the technical teams, ensuring that any issues or concerns are promptly addressed to maintain smooth operations and maximize customer satisfaction. My role involved handling tickets and calls from customers, providing expert assistance, and facilitating the resolution of technical challenges.Roles performed as Support Analyst:- Implemented technical solutions to solve customer issues and increase satisfaction. Managed and resolved an average of 5 tickets per day, demonstrating efficient issue resolution skills- Successfully handled and responded to 130+ customer support inquiries via specialized ticket tracking platforms, ensuring timely and effective support.- Achieved an 90% customer issue resolution rate by identifying and implementing technical solutions through chat, phone, email, and desktop sharing, resulting in improved customer satisfaction.- Utilized excellent communication skills to deliver clear and concise responses to 130+ customers, resulting in positive customer interactions and feedback.- Collaborated with 3 cross functional teams to resolve complex issues, fostering effective teamwork and problem solving.- Maintained detailed documentation of ticket interactions, solutions, and troubleshooting steps, facilitating knowledge sharing and future issue resolution.- Managed service follow up communications, confirming satisfactory resolution of customers service requests via email and phone.- Created user accounts and managed access control. Show less