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Hemanth NM

@hemanthnm

Technical Support Engineer at OneAdvanced India Private Limited, resolving software, hardware, and system issues for clients.

India

Message

At OneAdvanced India Private Limited, I provide first-line support for software, hardware, and system issues, helping clients with clear, actionable solutions. I track incidents within SLA and escalate complex cases to senior technical teams and developers.

I also guide clients on product configuration and maintain knowledge-base articles, FAQs, and troubleshooting guides. I report issue trends and customer feedback to management.

Previously, I supported customers at Neilmed Pharmaceuticals, Inc. and Concentrix, handling service requests and account documentation reviews. At AGS Transact Technologies Ltd, I set up customer systems and applications and diagnosed technical issues remotely; I also earned monthly and quarterly R&R awards for high productivity and quality.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

OneAdvanced India Private Limited

Aug 2025 - Present (1 year 3 months)

Provide first-line technical support via phone, email, and chat, troubleshooting software, hardware, and system issues. Log, track, and resolve incidents within SLA, escalate complex issues, and build knowledge-base articles.

Troubleshooting Ticketing Systems Incident Management Escalation Management Knowledge Base Customer Support Remote Support

Customer Service Representative

Neilmed Pharmaceuticals, Inc.

Mar 2024 - Jul 2025 (1 year 4 months)

Processed and issued product orders and service upgrades across multiple channels. Resolved customer queries, feedback, and complaints promptly, maximizing customer satisfaction.

Customer Service Order Processing Quality Assurance Customer Feedback Analysis

Transaction Monitoring Analyst

Concentrix

Apr 2022 - Jan 2024 (1 year 9 months)

Resolved international customer queries via chat, call, and email, and logged feedback to improve products and services. Reviewed account documentation, identified high-risk customers, and prepared suspicious activity reports.

Transaction Monitoring KYC Suspicious Activity Reports Customer Support Risk Assessment

Executive Engineer, Customer Support

AGS Transact Technologies Ltd

Feb 2021 - Mar 2022 (1 year 1 month)

Set up new systems, applications, and software for customers, including anti-virus and Microsoft Office installation. Diagnosed and fixed technical malfunctions remotely and used support tickets to track incidents.

System Setup Software Installation Remote Support Troubleshooting Ticketing Systems