Ebin Francis
@ebinfrancis
Senior technical support consultant delivering empathetic, efficient customer and IT solutions.
IndiaWhat I'm looking for
I am a dedicated and results-driven Senior Consultant with strong experience in technical support, customer communication, and IT systems troubleshooting. I build credibility by empathizing with customers, using advanced troubleshooting to resolve complex issues, and contributing process-improvement feedback to boost team performance.
I have mentored peers, trained new team members, and managed customer communications during critical events with professionalism and urgency. I continuously seek opportunities to enhance my skills, improve service processes, and ensure consistent, high-quality outcomes.
Experience
Work history, roles, and key accomplishments
Senior Consultant
IntouchCX
Jan 2024 - Present (1 year 9 months)
Provided technical support via email and electronic channels, resolving complex customer issues with advanced troubleshooting and improving service processes through feedback and mentorship.
Systems Executive
Cognizant
Apr 2022 - Dec 2023 (1 year 8 months)
Delivered first-line IT support, diagnosed hardware/software issues, logged and tracked tickets to minimize downtime, and maintained knowledge base articles while training new hires.
Education
Degrees, certifications, and relevant coursework
De Paul Institute of Science and Technology, Angamaly
Bachelor of Computer Applications, Computer Applications
2018 - 2021
Completed a Bachelor of Computer Applications at De Paul Institute of Science and Technology, Angamaly from 2018 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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