Sunyna Shetty
Customer Support Representative
Mangalore
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Customer support representative
Gohighlevel
01.2024 - Current
- Customer Assistance: Respond to customer inquiries via email, chat, and phone, providing timely and accurate solutions.
- Troubleshooting: Diagnose and resolve software-related issues, guiding customers through technical problems.
- Documentation: Maintain detailed records of customer interactions and technical issues in our support system.
- Collaboration: Work closely with the development and product teams to escalate and resolve technical challenges.
- Product Knowledge: Stay updated on product features and updates to provide informed support.
- Feedback Collection: Gather customer feedback and suggestions to improve product functionality and user experience.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent communication skills, both verbal and written.
- Ability to work independently and manage multiple tasks simultaneously.
- Familiarity with support ticketing systems and remote desktop tools.
- Customer-focused with a problem-solving attitude.
Product Support Engineer
Saaslabs
06.2023 - 10.2023
- Hands-on experience in narrowing down the reported problem into accurate issues, and identification of the root cause
- Proficient in ensuring customer issues are resolved in the most timely and effective manner possible
- Understanding about CRMS and why businesses use them
- Past experience of working with CRMS
- Advanced proficiency in written and spoken English
- Ability to communicate technical aspects to people with non-IT backgrounds
- Questioning skills/probing skills, as relevant to the issue
Customer Service Associate
Amazon India
12.2019 - 06.2023
- Company Overview: [VCS IXE]
- Customer service skills, including maintaining focus on the customer issue in a fast-paced environment
- Empathize with and prioritize customer needs
- Demonstrates interpersonal skills with a diverse customer base
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- To provide appropriate solutions.
- Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
- Approach problems logically and rationally
- Action oriented and self-disciplined
- Organized and detail-oriented
- Quickly and effectively prioritize work time in various departments to meet business need
- Maintain composure in highly escalated situations
- [VCS IXE]
Technical Support Associate
Mphasis LTD
05.2017 - 05.2018
- Respond to customers within a defined SLA'S
- Provided help desk support for problems relating to Active Directory.
- Created/Modified user ID's, roles, groups etc, Managed User Accounts (Creation, Unlock, Deletion, Permissions)
- Handed Inbound/outbound calls Global support (India, USA, Australia)
- Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfillment
- Experienced in end to end process logging tickets on service now tool. (Request, Incident and Change).
- Assisting Mphasis employees with their queries via Voice, Web ticket and E-mail.
- Providing L1 support on all Mphasis applications and MS office related issues.
- Performing remote troubleshoot to fix the issue on priority base.
- Providing an instant and up-to date information on the solution progress and following the escalation matrix to expedite issue resolutions.
- Informing user about the expected upgrades and changes to the customer's environment thus minimizing the adverse impact on business operation.
- Monitoring of tickets and taking the actions until the incident gets resolved.
- Act as a customer centric SPOC for all outages and application Changes.
- Represent the first staged of escalations for incidents, should these not be resolve
Education
Pre-University - Computer Science
Besant PU College
SSLC - undefined
State Board Ganapathy English Medium School
B.E - Information science
Visvesvaraya Technological University Sahyadri College Of Engineering And Management
01.2015 - 01.2017
Skills
Customer service excellence
Complaint handling
Customer success management
Adaptability and flexibility
Friendly and patient
undefinedTimeline
Customer support representative
Gohighlevel
01.2024 - Current
Product Support Engineer
Saaslabs
06.2023 - 10.2023
Customer Service Associate
Amazon India
12.2019 - 06.2023
Technical Support Associate
Mphasis LTD
05.2017 - 05.2018
B.E - Information science
Visvesvaraya Technological University Sahyadri College Of Engineering And Management
01.2015 - 01.2017
SSLC - undefined
State Board Ganapathy English Medium School
Pre-University - Computer Science
Besant PU College
Similar Profiles
Somya GuptaSomya Gupta
Sales and Client Support Representative at GohighLevelSales and Client Support Representative at GohighLevel
Christopher CarrChristopher Carr
Trial Experience Specialist at GoHighLevelTrial Experience Specialist at GoHighLevel
Dionne BlackburnDionne Blackburn
Digital Marketing Sales Coordinator at GOHIghLevelDigital Marketing Sales Coordinator at GOHIghLevel
Archana Rajan BabuArchana Rajan Babu
Product Support Specialist at GoHighlevelProduct Support Specialist at GoHighlevel
Lavita MenezesLavita Menezes
Accounts Payable Associate at CSG InternationalAccounts Payable Associate at CSG International