Aman Kumar
@amankumar18
French-speaking software support analyst focused on customer-centric solutions.
IndiaWhat I'm looking for
I am a French-speaking software support analyst with experience across EU, Canada, APAC and UK service desks, providing first-contact technical support, managing incidents, user accounts, and contributing to knowledgebase and ITIL-aligned processes. I have progressed through roles including Customer Support Executive, French SME, Risk & Compliance Specialist II, and acting team lead, coaching agents and improving quality and metrics.
My achievements include three internal awards for SME support, developing playbooks and process insights for new platforms, conducting audits to improve conversation quality, and hands-on use of tools such as Jira, Salesforce, and Active Directory. I am self-driven, able to prioritize under stress, and focused on continual service improvement and stakeholder communication.
Experience
Work history, roles, and key accomplishments
Software Support Analyst
Amity University
Aug 2024 - Present (1 year 1 month)
Acted as first point of contact for IT incidents across EU, Canada, APAC and UK, logging and resolving tickets, managing Active Directory accounts, and escalating complex incidents to Level 2/3 per SLAs.
Risk and Compliance Specialist
Unknown
Jan 2024 - Jul 2024 (6 months)
Acted as French SME and acting team lead for 10 agents, coached on metrics and performance, conducted audits, handled stakeholder queries, and improved conversation quality.
COE Specialist I - Outreach
Unknown
Jan 2021 - Dec 2023 (2 years 11 months)
Provided French customer support for Uber-related platforms, managed onboarding and churn processes, created SOP playbooks for CPP, and generated process insights and updates.
Education
Degrees, certifications, and relevant coursework
AUAmity University
Bachelor of Arts, French language
2018 - 2021
Completed a BA in French language at Amity University between 2018 and 2021.
NSIC Deoria
Intermediate (10+2), Pre-University (Physics, Chemistry, Biology)
Completed Intermediate (10+2) with PCB at NSIC Deoria.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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