PRIYANK PATEL
Kitchener,ON
Summary
Technical Support Representative with expertise in troubleshooting hardware, software, and network issues. Skilled in resolving escalated cases, streamlining support processes, and enhancing customer satisfaction. Strong problem-solving, communication, and multitasking abilities, with hands-on experience handling various client products, including smartphones, tablets, and networking solutions.
Overview
2
2
years of professional experience
Work History
Customer Service /Tier 2 Technical Support Representative
Concentrix Canada
Chatham, Ontario
11.2024 - Current
- Passionately assist automotive customers, respond to their questions and inquiries, and resolve concerns regarding the client's products and/or services.
- Be responsible for the timely response to escalated cases.
- Effectively troubleshoot technical issues of hardware, software, networking, or other client products, make follow-up outbound calls to customers or other parties, and follow appropriate escalation paths as needed.
Technical Support Representative
Telus Corporation
Mississauga, Canada
09.2022 - 07.2024
- Provided exceptional customer experiences to clients and prospective consumers, contributing to the enhancement of the Telus brand image
- Made customer-focused decisions aimed at enhancing the value of the bank's card offerings to clients
- Utilized multiple systems on a PC throughout daily operations, ensuring efficient handling of customer inquiries and tasks
- Acted as the primary point of contact for all technical inquiries regarding hardware, software, and designated client products
- Clarified customer requirements, probed for understanding, and utilized decision-support tools to resolve non-standard or unstructured customer issues with Ethernet and other DSL networks
- Maintained broad knowledge of client products, including smartphones, tablets, computers, and wearables, with a preference for iOS and macOS technology
- Reduced response times for customer inquiries by 15% by streamlining technical issue resolution processes
- Adapted to changes in schedule and operational requirements, displaying flexibility and multitasking abilities
- Demonstrated effective communication skills in English, both written and verbal, to effectively assist customers
Education
Post Graduate Certificate - Big Data Solution Architecture
Conestoga College
12.2023
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
06.2021
Skills
- Communication
- Problem-Solving
- Multi-tasking
- Flexibility
- Empathy
- Excel
- Outgoing
- Sales
- Customer Service
- CRM
- Microsoft Office
- MacOS/iOS
- Application support
- Operating systems
Languages
English
Full Professional
Timeline
Customer Service /Tier 2 Technical Support Representative
Concentrix Canada
11.2024 - Current
Technical Support Representative
Telus Corporation
09.2022 - 07.2024
Post Graduate Certificate - Big Data Solution Architecture
Conestoga College
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
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