Summary
Overview
Work History
Education
Skills
References
Availability
Security Clearance
Timeline
Generic

Neha Kumari

Fredericton,Canada

Summary

Dynamic Technical Support Associate with extensive experience at Concentrix, specializing in macOS, iOS, and network troubleshooting. Achieved a 97.8% resolution rate, reflecting strong problem-solving and analytical skills. Proven ability to excel in fast-paced environments while enhancing customer satisfaction and retention. Committed to leveraging technical expertise to drive continued success in customer support.

Overview

3
3
years of professional experience

Work History

Technical Support Associate

Concentrix
Fredericton, Canada
08.2024 - Current
  • Provided technical support for hardware and software issues for iOS, macOS, and connected accessories via phone and chat.
  • Diagnosed network connectivity issues, software updates, system errors, and security concerns.
  • Offered troubleshooting solutions for various technical problems.
  • Executed technical troubleshooting via real-time screen-sharing sessions.
  • Directed complex technical issues to specialized units, guaranteeing timely resolutions.
  • Managed 30+ support interactions daily, achieving an industry-leading 97.8% resolution rate.

Technical Support Associate

IOS Solutions
Montreal, Canada
04.2023 - 04.2024
  • Addressed Tier 1 technical concerns for internet, cable TV, and telephone services.
  • Delivered assistance in configuring routers, securing networks, and troubleshooting Wi-Fi.
  • Managed customer complaints through CRM software to track and log issues.
  • Worked with Network Operations to address advanced technical challenges.
  • Secured a 93% resolution rate for issues, decreased call transfers by 20%, and cut average handling time (AHT) by 31%.

Customer Sales & Service Agent

Green Light Marketing
Montreal, Canada
11.2021 - 03.2023
  • Supported clients with product selection and managed refund concerns.
  • Offered immediate support across various channels for efficient resolution of customer inquiries.
  • Achieved a 32% increase in customer retention through personalized guidance.

Education

Diploma in E-commerce and Online Business Management -

Trebas College
Quebec
08.2023

Skills

  • Network troubleshooting
  • Technical support
  • Remote access tools
  • Wi-Fi configuration
  • Issue escalation
  • Telecommunications
  • Technical requirement documentation
  • Verbal and written communication
  • Expertise in Windows troubleshooting
  • Expertise in macOS troubleshooting
  • Expertise in iOS troubleshooting
  • Expertise in Linux troubleshooting
  • MS office proficiency
  • Experience with remote assistance
  • CRM software
  • Customer service skills
  • Strong analytical and organizational skills
  • Strong problem-solving skills

References

References available upon request.

Availability

Full-time, in-office (Fredericton, NB)

Security Clearance

Eligible for Criminal Background Check (as per job requirement)

Timeline

Technical Support Associate

Concentrix
08.2024 - Current

Technical Support Associate

IOS Solutions
04.2023 - 04.2024

Customer Sales & Service Agent

Green Light Marketing
11.2021 - 03.2023

Diploma in E-commerce and Online Business Management -

Trebas College

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Neha Kumari