vamsi kiran
@vamsikiran
Customer-focused IT Support Specialist delivering reliable technical solutions.
CanadaWhat I'm looking for
I am a customer-oriented IT Support and Customer Service Specialist with over 5 years of experience delivering technical support and customer care across voice, chat, and email channels. I combine strong troubleshooting skills with empathetic communication to consistently achieve 95%+ CSAT and meet SLA/KPI targets.
At OpenText, I provided first-level triage for software installations, VPN connectivity, license management, and remote support (TeamViewer, AnyDesk, RDP), collaborated with L2/L3 engineering for RCA, and improved knowledge base efficiency through Confluence documentation. I created Jira dashboards, prepared incident reports, and helped reduce ticket backlog by 20% through prioritization and proactive follow-ups.
I have experience in content moderation, social media escalation handling, and SOP development from roles at Teleperformance, and I train new hires on ticket triage and communication best practices. I am committed to clear, professional customer interactions and continuous improvement of support processes.
Experience
Work history, roles, and key accomplishments
OCProvided technical support to global enterprise customers via phone, email, and chat, achieving 95%+ CSAT and reducing ticket backlog by 20% through efficient prioritization and proactive follow-ups.
Customer Service Representative
Teleperformance
Jul 2019 - Aug 2020 (1 year 1 month)
Handled 100+ daily multi-channel customer interactions and social media moderation, maintaining >98% response accuracy and resolving high-visibility escalations to protect brand reputation.
Education
Degrees, certifications, and relevant coursework
FCFleming College
Postgraduate Diploma, Wireless Information Networking
Postgraduate Diploma in Wireless Information Networking from Fleming College covering wireless communications and networking concepts.
Vignan University
Bachelor's Degree, Computer Science
Bachelor's degree in Computer Science covering core computer science subjects and practical programming skills.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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