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Aniket Paul

@aniketpaul

Technical Support Executive focused on SLA-compliant troubleshooting, ticket optimization, and data-driven customer retention.

India

Message

What I'm looking for

I’m looking for a role where I can own SLA-compliant troubleshooting, lead ticket lifecycle improvements, and collaborate cross-functionally to prevent repeat issues. I want a data-driven environment that values process engineering, clear documentation, and customer retention.

I’m a data-driven, metrics-focused Technical Operations and Customer Support Specialist with 3+ years of hands-on experience driving SLA compliance and system troubleshooting in high-volume enterprise environments. I specialize in optimizing the ticket lifecycle, coordinating incident response, and improving workflows so customers experience fewer repeats and faster resolution.

In my most recent role as a TECHNICAL SUPPORT EXECUTIVE (Teleperformance, 2025–2026), I deliver advanced tier-2 technical troubleshooting for hardware, software, and network incidents. I diagnose faults through multi-channel workflows to minimize downtime, and I collaborate with backend engineering teams to document recurring bugs—streamlining future ticket resolution paths.

Previously, as a CUSTOMER SUPPORT EXECUTIVE (Globiva, 2023–2024), I managed high-volume, multi-channel interactions and owned the end-to-end complaint escalation pipeline to restore customer goodwill and strengthen loyalty. I also analyze recurring bottlenecks and feed actionable process improvements back to management, while in earlier roles I built operational efficiency through automated tracking metrics and client-facing technical reporting.

Experience

Work history, roles, and key accomplishments

Technical Support Executive

Teleperformance

Jan 2025 - Jan 2026 (1 year)

Delivered tier-2 troubleshooting for complex hardware, software, and network incidents for international enterprise clients, minimizing downtime and maintaining service continuity. Collaborated with backend engineering to document recurring bugs and streamline future ticket resolution paths.

Tier 2 Troubleshooting System Troubleshooting Incident Response Ticket Lifecycle Management Cross Functional Collaboration Technical Documentation Customer Support Operations

Customer Support Executive

Globiva

Jan 2023 - Jan 2024 (1 year)

Managed high-volume multi-channel customer interactions, providing prompt technical resolutions and professional complaint handling. Owned the end-to-end escalation pipeline and analyzed operational bottlenecks to reduce repeat customer contacts.

Customer Support Operations Complaint Handling Escalation Management Process Improvement Customer Experience

Sales & Lead Leader

Echobooom Management & Entrepreneurial Solutions

Jan 2022 - Jan 2023 (1 year)

Directed top-funnel lead generation, account farming, and conversion campaigns in high-velocity markets. Mentored frontline teams and implemented automated tracking metrics to improve efficiency and target delivery.

Lead Generation Sales Pipeline Management Mentoring

Account Executive

Paul Tax Consultancy

Jan 2021 - Jan 2022 (1 year)

Handled corporate tax compliance and audited financial documentation with zero-defect accuracy. Worked directly with clients to troubleshoot financial software errors and ensure regulatory alignment.

Tax Compliance Financial Auditing Financial Documentation Attention To Detail Financial Software Troubleshooting