Suraj Khule

Experience

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  Tech Mahindra

  Aug 2014 - Mar 2015

  Customer Service Associate

   Day to day responsibility consist of queue management and make sure L-1 and L-2 team respond to customer request and ticket within SLA. Ensuring the major incidents get resolved with proper update on the tickets. Notify all the concerned teams and involve them according to the issue. Communicate and coordinate with stake holders. Ensuring escalation matrix is followed correctly

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  Wipro

  Apr 2015 - Jan 2018

  Officer

   Driving all the review meeting with client. Driving the bridge for major incidents. Communicate and coordinate with stake holders. Ensuring escalation matrix is followed correctly. Ensuring the major incidents get resolved with proper update on the tickets. Notify all the concerned teams and involve them according to the issue. Day to day responsibility consist of queue management and make sure L-1 and L-2 team respond to customer request and ticket within SLA. Prepare Incident Report for past 24 hours and share with customer and stakeholders. Prepare SLA report and share with management on weekly basis. Conduct monthly audits of Incident ticket and submit an audit report with the observations. Providing and communicating periodic updates to internal management and client on the progress of project. Daily calls with client on discussing the requirements, updates, and progress of the project. Providing necessary feedback to all the teams (Common Monitoring, Server, Network and Database teams). Take necessary actions in case of major issues/incidents. To make sure high severity issues are addressed properly in timely manner. Conducting process training for new batches. Providing inputs for process and service improvement plans. Assist to identify improvement opportunities. Show less

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  Concentrix

  Jan 2018 - Feb 2019

  Technical Support Associate II

   Day to day responsibility consist of queue management. Response the customer through calls and emails within SLA. Troubleshooting the Hardware and Software issues remotely. Communicate and coordinate with stake holders. Ensuring escalation matrix is followed correctly. Prepare SLA report and share with management on weekly basis. Conduct monthly audits of Incident ticket and submit an audit report with the observations. Providing and communicating periodic updates to internal management and client on the progress of project. Daily calls with client on discussing the requirements, updates, and progress of the project. Take necessary actions in case of major issues/incidents. To make sure high severity issues are addressed properly in timely manner. Conducting process training for new batches. Providing inputs for process and service improvement plans. Assist to identify improvement opportunities. Show less

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  Vodafone

  Apr 2019 - Feb 2020

  Senior Executive

   Day to day responsibility consist of queue management. Response the customer through calls, chats, and emails within SLA. Troubleshooting the Software issues remotely. Communicate and coordinate with stake holders. Ensuring escalation matrix is followed correctly. Take necessary actions in case of major issues/incidents. To make sure high severity issues are addressed properly in timely manner. Prepare SLA report and share with management on weekly basis. Conduct monthly audits of Incident ticket and submit an audit report with the observations. Providing and communicating periodic updates to internal management and client on the progress of project. Daily calls with client on discussing the requirements, updates, and progress of the project. To make sure high severity issues are addressed properly in timely manner. Providing inputs for process and service improvement plans. Assist to identify improvement opportunities. Show less

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  Stova

  Feb 2020 - Feb 2024

  Software Support Specialist

  • Provide Client support to a global client base via email, chat, and phone.• Document tickets and provide updates and meet SLAs.• Work with local and remote team members and supervisors to investigate solutions.• Work with team members to provide a collaborative approach to solving issues and educating other team members and me.• Provide a professional, business like and pleasant demeanor whilst working with clients and team members.• Provide timely escalation on any issues or complaints to the supervisor and the development team and working with them to reach resolution to issues.• Ability to read and make fixes to HTML, CSS, and JavaScript codes.• Finding system workarounds when standard procedures fail to achieve specific setups.• Basic knowledge of API and system supported Integrations such as Salesforce, HubSpot, PayPal etc.• Coming up with creative solutions to achieve client requirements.• Assisting Clients with Website, Mobile App and Core event management Software.• Hands-on experience Zendesk and TalkDesk ticketing tool• Day to day responsibility consist of queue management• Communicate and coordinate with stake holders• Providing inputs for process and service improvement plans.• Assist to identify improvement opportunities Show less

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  AIT Global India

  Mar 2024 - now

  Application Support Lead