Shajith Vignesh A

Experience

• 

  Lifion by ADP

  Jul 2021 - Jul 2023

  Technical Support Specialist

  As a Technical Support Specialist, I work with Customer Success, Product, and Engineers to advocate for our customers. With a passion for solving challenging problems and learning new technology, I provide inputs/ideas in developing products further to make them more customer-friendly.* Developed and maintained an in-depth understanding of ADP Next Gen software, enabling me to provide efficient tier 1 & 2 technical support to Lifion customers.* Adeptly triaged tier 3 queries by utilizing my product knowledge to accurately route or escalate tickets to the appropriate internal teams.* Managed customer-reported issues from initial contact to resolution submission through an incident management system and performed timely follow-ups with internal teams for updates and closure of tickets within predetermined SLAs. * Resolved over 2K incidents/service requests, handled around 300+ critical incidents, and proposed 50+ product enhancements.* Contributed to departmental initiatives and identified opportunities for process improvement. Show less