Open to opportunities

Vasugi S

@vasugis

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Technical Support Associate with a passion for transitioning to development.

India

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What I'm looking for

I am looking for a role that allows me to leverage my technical support experience while transitioning into development, with opportunities for growth and learning.

I am a Technical Support Associate with over 3 years of experience in providing exceptional customer and B2B SaaS support to global clients. My journey has been marked by a proven ability to resolve complex technical issues while maintaining high customer satisfaction. I have consistently contributed to the internal knowledge base and documentation, ensuring that my team has the resources they need to succeed.

In my most recent role at iEnergizer, I provided technical assistance through various channels, improving customer satisfaction by 20%. I collaborated with cross-functional teams to streamline workflows, reducing average issue resolution time by 15%. My previous experience at Rupeek allowed me to manage a portfolio of over 50 clients, achieving a remarkable 95% retention rate through personalized support. I am eager to transition into a developer role, continuously expanding my technical skill set in SQL and cloud technologies.

Experience

Work history, roles, and key accomplishments

Technical Support Associate

iEnergizer

Aug 2023 - Nov 2024 (1 year 3 months)

Provided technical assistance via phone, email, and remote support tools, ensuring prompt issue resolution and diagnosing hardware & software issues. Managed support tickets using Salesforce, Zendesk, Jira, and Confluence, delivering high-quality B2B support and assisting customers with SaaS troubleshooting.

Technical Support Technical Troubleshooting Remote Access Salesforce Zendesk Jira Confluence B2B Support

Customer Support Associate

Rupeek

Aug 2019 - Dec 2022 (3 years 4 months)

Managed a portfolio of over 50 clients, achieving a 95% retention rate through personalized technical support and conducting compliance checks. Resolved 90% of technical issues within 15 minutes, ensuring seamless customer experience and providing hardware and software troubleshooting support.

Customer Support Client Management Technical Support Technical Troubleshooting Compliance Problem Solving Reporting Customer Retention

Education

Degrees, certifications, and relevant coursework

Sadhguru Sainath Degree College

BBA, Human Resource Management

Studied Human Resource Management at Sadhguru Sainath Degree College in Bangalore from 2015 to 2018. Gained foundational knowledge in business administration and human resources principles.

Krupanidhi PU College

Pre-University Course, General Studies

Completed Pre-University Course (PUC) at Krupanidhi PU College in Bangalore from 2013 to 2015. This course provided foundational education prior to university studies.