Open to opportunities

Arun M S

@arunms

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Technical Support Engineer with expertise in SaaS and customer satisfaction.

India

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What I'm looking for

I am seeking a role that allows me to leverage my technical support skills in a collaborative environment, focusing on customer satisfaction and continuous improvement.

As a Technical Support Engineer with over 6 years of experience, I have honed my skills in providing first-level support for SaaS-based applications. My role at SynergySuite involved troubleshooting complex technical issues, performing root cause analysis, and ensuring a 95% customer satisfaction rate through effective solutions. I take pride in my ability to develop troubleshooting guides that have significantly reduced resolution times for common issues.

Previously, I worked as a CSO Analyst at nuVizz Software Solutions, where I managed high volumes of inbound calls and provided customer support for various software applications. My experience spans across customer service roles, where I have consistently demonstrated my ability to communicate effectively and resolve customer queries efficiently. I am passionate about leveraging my technical expertise and interpersonal skills to enhance customer experiences and drive team success.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

SynergySuite

Aug 2022 - Present (2 years 10 months)

Provided first-level support for a SaaS-based enterprise application, troubleshooting complex technical issues and performing root cause analysis. Diagnosed and resolved software, hardware, and network-related issues, achieving a 95% customer satisfaction rate and reducing recurring technical issues by 20%.

SaaS Support Troubleshooting Root Cause Analysis Zendesk Freshdesk Jira Service Desk Customer Satisfaction

CSOAnalyst

nuVizz Software Solutions Pvt. Ltd.

Jun 2018 - Jul 2022 (4 years 1 month)

Delivered first-level troubleshooting and customer support for software including Aspect Workforce Management, Jira, and reservation systems. Managed a high volume of inbound calls, efficiently resolving customer issues and reducing wait times. Developed and executed test cases for functional, regression, and performance testing across various platforms.

Troubleshooting Customer Support Aspect Workforce Management Jira Functional Testing Regression Testing

Customer Relation Officer

HGS

Aug 2016 - Aug 2017 (1 year)

Communicated with customers through inbound calls, addressing queries on billing, payments, and services while identifying needs through active listening. Handled an average of 50 customer calls daily, providing comprehensive product information and resolving complaints. Collaborated with cross-functional teams to troubleshoot technical issues using Avaya and Genesys.

Customer Service Inbound Avaya Genesys Product Knowledge Customer Relationship Management

Customer Service Administrator

British Language Centre

Dec 2014 - Nov 2015 (11 months)

Managed office administration, including scheduling and logistics, and oversaw office supply inventory and equipment maintenance. Handled data entry for customer freight, ensuring proper processing of proof of delivery and invoicing. Supported general office operations and administrative tasks.

Administrative Support Data Entry Inventory Management Logistics Invoicing Scheduling Office Equipment Operations

Process Associate

Accenture

Jan 2013 - Sep 2014 (1 year 8 months)

Performed configuration and administration of EMC VMAX 10K/20K/40K, VMAX3, and CLARiiON storage systems. Utilized management tools such as SymCLI (Solutions Enabler) and CLARiiON Navisphere Manager for storage provisioning. Applied knowledge of storage fundamentals including RAID, SAN, and NAS concepts.

EMC VMAX SymCLI Navisphere Manager Storage Provisioning RAID NAS