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Amaresh Tilyal

@amareshtilyal

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Customer support representative skilled in technical troubleshooting and user satisfaction.

India

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Customer Support Representative with a strong background in technical troubleshooting and managing ticketing systems. With experience at Supportly.ai, I have successfully handled global user queries via email, live chat, and Zoom, achieving a high satisfaction rate. My role involves diagnosing and documenting issues, ensuring data privacy, and coordinating support across multiple time zones.

Previously, I worked as a Customer Support Executive at GRT Engineering Services Pvt Ltd, where I managed customer interactions related to solar systems and civil projects. I created user manuals and training documents, escalated technical faults, and contributed to a 4.8-star service rating through personalized support. My commitment to improving first-response times and streamlining issue classification has been instrumental in enhancing customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Client Support Associate

Current

Supportly.ai

Jan 2022 - Present (3 years 5 months)

Handled global user queries via email, live chat, and Zoom, resolving issues related to product access, login errors, reports, and integrations with high satisfaction. Managed Freshdesk ticketing system with 95%+ SLA compliance, diagnosed and documented bugs for product and QA teams, and created a knowledge base and internal SOPs. Assisted in onboarding new users, delivered product walkthroughs, a

Customer Support Technical Troubleshooting Freshdesk Live Chat Zoom Data Privacy Slack Gmail

Customer Support Executive

GRT Engineering Services Private Limited

Aug 2019 - Dec 2021 (2 years 4 months)

Responded to customer calls and WhatsApp Business chats for solar, civil, and CCTV projects, handling ticket logging and tracking in Zoho CRM for complaint resolution. Coordinated with field teams for installation, service, and post-sales support, and escalated unresolved technical faults to engineering teams. Educated customers about AMC, subsidy eligibility, and electricity bill savings, contrib

Customer Support Zoho Customer Escalation Communication Time Management Project Coordination

Education

Degrees, certifications, and relevant coursework

BLDEA College of Engineering & Technology

Bachelor of Engineering, Electrical & Electronics Engineering

Studied core principles of electrical and electronics engineering. Focused on circuit design, power systems, and control systems. Developed a strong foundation in both theoretical and practical applications.