Gopika Manjamattathil Vinod
Cambridge,Ontario
Summary
Results-driven Technical Support Representative with 2 years of experience in delivering high-quality customer service and technical assistance. Expert in diagnosing and resolving hardware and software issues while maintaining a strong focus on customer satisfaction. Adept at communicating complex technical concepts to diverse audiences and collaborating effectively within a team. Proven ability to manage multiple inquiries in a fast-paced environment, leveraging strong problem-solving skills to enhance user experience and drive positive outcomes.
Overview
2
2
years of professional experience
Work History
Tech Support
Concentrix
Hamilton, Ontario
03.2024 - 10.2024
- Customer Assistance: Provide exceptional technical support to customers via phone, chat, or email, addressing inquiries and resolving issues related to products or services.
- Troubleshooting: Diagnose and troubleshoot technical issues effectively, guiding customers through step-by-step solutions.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions in the company’s database.
- Product Knowledge: Stay updated on product features, functionalities, and troubleshooting procedures to provide accurate information to customers.
- Escalation: Identify and escalate complex issues to higher-level technical support or management as needed.
- Feedback: Gather customer feedback and report trends or recurring issues to help improve products and services.
- Team Collaboration: Work collaboratively with team members to achieve goals and improve overall customer satisfaction.
CSR-Tech Operations
Majorel Canada
Waterloo
11.2022 - 03.2023
- First level technical support through telephone and email
- Used Citrix and Salesforce to manage and process over 20 customer support actions and requests
- Escalated customers' issues to internal teams following escalation process
- Documented support interactions for future reference
- Worked multitask and stay calm under pressure, dealing with ongoing problems and deadlines.
Education
Post Graduate Diploma - Information Technology
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2022
Bachelor of Computer Applications - Computer Programming
Mahatma Gandhi University
Kerala07.2020
Skills
- Customer support
- Endpoint Administration
- System Administration
- Technical support
- Network support
- Call center experience
- Problem-solving
- Mobile Device Management
- Communication skills
- TCP/IP
- Wireshark
- Organization skills
- Live Chat
- Email and Phone Support Skills
- Application Installation
- Software diagnosis
- DNS implementations
- DHCP Configuration
- Microsoft Active Directory / Group Policies (GPO'S)
- Windows Server 2012/2016
- Domain-based systems
- DNS /DHCP Server
- Virtualization (VMware, Hyper-V)
- VLANs
- VPNs
- Data Entry
- Inbound and Outbound Calling
- Microsoft Excel
- Microsoft PowerPoint
- Technical Support
- Call Center Operations
- Administrative Support
- Customer Service
- Customer Relationship Management (CRM)
- Quality Control
Timeline
Tech Support
Concentrix
03.2024 - 10.2024
CSR-Tech Operations
Majorel Canada
11.2022 - 03.2023
Post Graduate Diploma - Information Technology
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Computer Applications - Computer Programming
Mahatma Gandhi University
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