Samarth Petkar

Experience

• 

  Concentrix

  Feb 2023 - now

  I'm providing expert guidance and resolution for complex technical issues faced by Lenovo commercial clients. I handle all escalations, ensuring that high-priority cases receive immediate attention and thorough follow-up. My role involves diagnosing and troubleshooting hardware problems, collaborating closely with internal teams to expedite solutions. I analyze support metrics to identify trends, continuously improving service quality and efficiency. By prioritizing customer satisfaction, I ensure that clients receive timely, effective resolutions to their inquiries. Show less 1. Provided exceptional technical support to Lenovo commercial clients via E-ticketing and email, focusing on hardware issues.2. Utilized extensive knowledge of Lenovo laptops and desktops to deliver effective solutions for complex IT systems.3. Took ownership of client issues, ensuring thorough diagnosis, troubleshooting, and prompt resolution.4. Managed ticket tracking and follow-ups to ensure timely closure of reported issues.5. Evaluated user problems through expert analysis and probing questions, delivering accurate solutions.6. Adhered to standard operating procedures and escalated issues when necessary to expedite resolution.7. Analyzed support metrics to identify trends and opportunities for improving service quality and efficiency.8. Acted as the primary contact for managing client escalations, ensuring high levels of customer satisfaction. Show less

  • Escalation SPOC - Customer Engagement Centre

    Oct 2024 - now

  • Senior Technical Support Engineer

    Sept 2024 - Oct 2024

  • Technical Support Engineer

    Feb 2023 - Oct 2024