Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rithwik Devulapally

Waterloo,ON

Summary

Results-driven Technical help Representative with a track record of providing end-users with quick first-level technical help. Capable of quickly diagnosing and resolving a variety of technical issues, assuring successful installation, and providing basic usage assistance. Contribute to product improvement by providing useful information to development teams. Team player that works well with others and is committed to providing excellent customer service. Have a thorough understanding of the company's products and services, allowing to provide accurate and complete support solutions.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Majorel
11.2023 - Current
  • Assisted and provided technical support for automotive products, systems, and services.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided outstanding customer service and resolved customer inquiries and difficulties.
  • Troubleshooting and diagnosing automotive-related technical issues.
  • Developed, organized, and prioritized tasks in order to effectively manage workload.
  • Maintained thorough understanding of automotive systems, software, and equipment.
  • Ability to use Compass (Salesforce) to keep accurate records of customer interactions and resolutions.
  • Worked as part of team with customer-centric approach and strong communication skills.

Technical Support Representative

Tech Mahindra
12.2020 - 07.2021
  • Used excellent troubleshooting strategies to quickly identify and address issues, whether via phone or web chatting systems.
  • End-users received efficient first-level technical help on proprietary software and applications, assuring successful installation, basic usage instructions, and compliance with required service level agreements.
  • Worked with team members to provide help and solutions to client inquiries, while aligning efforts with company objectives to provide great customer service.
  • Gained insights into recurring technical difficulties and actively gave input to development teams in order to enhance product on constant basis.
  • Kept current on corporate products and services, allowing for accurate and complete customer support and service solutions.
  • Documented support interactions for future reference

Technical Support Advisor

BYJU's - The Learning APP
03.2020 - 11.2020
  • Interacted with consumers in professional and courteous manner, addressing inquiries, concerns, and requests about products and services.
  • Employed variety of troubleshooting approaches to efficiently and accurately identify and resolve technical issues.
  • Proactively completed mandatory training sessions to stay current with system information, changes, and upgrades, boosting technical knowledge and problem-solving skills.
  • Gathered customer and product information in order to efficiently analyze symptoms and find core cause of technical issues.
  • Conducted extensive study using accessible resources, such as article database systems, to deliver comprehensive solutions to consumers.
  • Diagnosed and handled wide range of technical difficulties, such as internet connectivity issues, email configuration, and application downloads, guaranteeing prompt resolution and client satisfaction.
  • Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 20%

Education

Post Graduate Diploma - Network Infrastructure And System Administration

Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON
12.2022

Bachelor of Technology - Computer Science And Engineering

JNTUH
Hyderabad, India
12.2019

Skills

  • Technical Knowledge: Software and Application Support, Root Cause Analysis, Technical Research, Product and Service Knowledge, Troubleshooting Techniques
  • Skills: Problem-Solving, Organizational and Time- Management Skills, Customer Service Skills, Technical Aptitude, Troubleshooting, Teamwork and Collaboration, Adaptability

Languages

English
Full Professional
Hindi
Full Professional
Telugu
Native or Bilingual

Timeline

Customer Service Representative

Majorel
11.2023 - Current

Technical Support Representative

Tech Mahindra
12.2020 - 07.2021

Technical Support Advisor

BYJU's - The Learning APP
03.2020 - 11.2020

Post Graduate Diploma - Network Infrastructure And System Administration

Conestoga College Institute of Technology And Advanced Learning

Bachelor of Technology - Computer Science And Engineering

JNTUH

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Rithwik Devulapally