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Vivek Kumar

@vivekkumar42

I resolve complex technical support issues while delivering high-CSAT customer experiences across voice, chat, and email.

India

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What I'm looking for

I'm seeking a remote-first technical support, customer support, or customer success role where I can resolve complex issues, own tickets end to end, and deliver strong customer outcomes. I'm available immediately and open to relocating within India.

I've supported customers at Dell Technologies for more than four years, managing 20+ daily cases across voice, chat, and email while maintaining strict SLA compliance and a 100% CSAT score.

I diagnose hardware faults, Windows OS failures, driver conflicts, and firmware issues, isolating root causes before recommending fixes. I document engineering-level defects clearly and follow them through to customer confirmation.

Earlier, I resolved end-to-end technical support tickets at Veridic Technologies and built my diagnostic and escalation foundation in a high-volume BPO environment at Tech Mahindra.

I'm Salesforce CRM certified and bring seven-plus years of multi-channel support, customer education, de-escalation, ticket lifecycle ownership, and cross-team coordination with engineering, dispatch, and field-operations teams.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Associate / Customer Support Engineer

Dell Technologies

Nov 2021 - Jan 2026 (4 years 2 months)

Managed 20+ daily support cases across voice, chat, and email using Salesforce CRM, maintaining strict SLA compliance. Diagnosed hardware faults, Windows OS failures, driver conflicts, and firmware issues, and maintained a 100% CSAT score.

Salesforce Technical Troubleshooting Windows SLA Customer Support Escalation Management Root Cause Analysis