At Collabera (HCL Technologies), I provided L1/L2 support to international users with application, system, and network issues. I managed incidents in ServiceNow, monitored SLA compliance, and escalated issues to resolver teams.
I also provided remote support for mobile device configuration, authentication, and application issues. I created knowledge articles to help reduce repeat incidents and improve resolution time.
At Amazon, I supported customers with technical and account-related issues through chat and email, including Level 2 tickets and escalations. Earlier, at Tech Mahindra (Flipkart Process), I handled customer queries about orders, returns, refunds, and troubleshooting across voice, chat, and email.
