Vimal Vijayaraj

• Provided expert technical assistance to high volume of customers via phone and email, resolving incidents and ensuring customer satisfaction.
• Utilized multiple internal databases and systems to efficiently manage and close support requests within fast-paced call center environment.
• Demonstrated strong problem-solving skills in troubleshooting software, hardware, and networking issues for users.
• Acted as first point of contact for customers, exhibiting empathy and patience in handling challenging situations to maintain positive customer rapport.
• Collaborated effectively with support team members, escalating complex issues to appropriate channels and sharing insights to improve overall customer support effectiveness.
• Maintained comprehensive knowledge base to facilitate quicker issue resolution and enhance customer experience.
• Proficiently identified patterns and trends in support requests, proactively addressing recurring issues to prevent future incidents.
• Experienced in using ticketing systems (e.g., ServiceNow, Zendesk, JIRA) to log, track, and manage support requests, ensuring accurate and timely documentation of incidents and requests.
• Adhered to defined service level agreements, ensuring timely incident resolution and minimal downtime for end-users.
• Delivered end-user training and created user-friendly documentation to empower users to resolve basic issues independently, enhancing overall user experience.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Strong analytical skills to identify patterns and trends in support requests, proactively identify recurring issues, and suggest improvements to prevent future incidents.
• Ability to deliver end-user training and create user-friendly documentation to empower users to resolve basic issues independently and improve overall user experience.
• Experience with using ticketing systems (e.g., ServiceNow,Zendesk, JIRA) to log, track, and manage support requests, ensuring accurate and timely documentation of incidents and requests.
• Proficiency in handling and resolving incidents within defined service level agreements, ensuring timely resolution and minimizing downtime for end-users.
• Strong customer service skills, including active listening, effective communication, and the ability to empathize with end-users to understand their issues and provide appropriate support.