RAHUL S

Software Engineer

Palghat, Kerala, India4 yrs 7 mos experience

Highly Stable

Key Highlights

Over 3 years of technical support experience
Expert in remote troubleshooting and issue escalation
Strong focus on customer satisfaction and SLA compliance

Stackforce AI infers this person is a Customer-Facing IT Specialist with a focus on Technical Support in the SaaS industry.

Contact

Skills

Core Skills

Technical SupportCustomer Support

Other Skills

NetworkingITILAgile MethodologiesCustomer SatisfactionService DeskCommunicationCustomer ServiceMicrosoft ExcelPython (Programming Language)C++SQLMicrosoft Office

About

Detail-oriented and customer-focused Service Desk Specialist with over 3 years of experience providing technical support across chat and ticketing platforms. I specialize in diagnosing and resolving software, account, and network-related issues while ensuring timely resolution within SLA. My approach emphasizes clear communication, first-call resolution, and consistent follow-up to ensure a seamless end-user experience. I have hands-on experience in remote troubleshooting, escalating complex issues to Tier 2 support, and documenting solutions to build internal knowledge bases. Known for my problem-solving abilities and collaborative mindset, I’ve effectively worked with cross-functional teams to resolve issues and improve support processes. Key strengths include: Technical support (software usage, network issues, account setup) Chat and ticket-based support systems First-call resolution and SLA compliance Remote troubleshooting and issue escalation Knowledge base creation and process improvement Customer-first mindset with strong communication skills I’m passionate about continuous learning and always looking to grow in IT support and infrastructure roles. Let’s connect!

Experience

4 yrs 7 mos

Total Experience

4 yrs 5 mos

Average Tenure

2 mos

Current Experience

Litmus7

Senior Engineer

Feb 2026 – Present · 2 mos · Kochi · On-site

Technical SupportNetworkingITILAgile MethodologiesCustomer SatisfactionService Desk+8

Sutherland global service limited

Service Desk Specialist

Sep 2021 – Feb 2026 · 4 yrs 5 mos · Kochi, Kerala, India · On-site

Provided customer-facing IT support via chat and ticketing systems, addressing client inquiries related to software usage and technical issues.
Asked targeted questions to quickly understand and isolate the root cause of reported problems.
Conducted remote troubleshooting sessions to guide users through initial diagnosis and resolution steps.
Diagnosed and resolved common technical issues, including software glitches, account setup, and network connectivity problems.
Escalated complex or unresolved incidents to Tier 2 support for advanced troubleshooting.
Maintained accurate and timely updates in the ticketing system to ensure service continuity and documentation.
Followed up with clients to confirm issue resolution and ensure satisfaction with support services.
Reported customer feedback and relayed potential product improvement requests to relevant teams.
Delivered solutions within SLA by working flexible hours to accommodate different time zones and urgent needs.
Demonstrated excellent problem-solving and multitasking skills in a fast-paced support environment.
Maintained a customer-oriented attitude with clear, empathetic communication to enhance the user experience.
Collaborated with cross-functional teams including Tier 2, IM, and other support teams to ensure timely resolution of escalated issues and enhance service efficiency.
Focused on achieving high First Call Resolution (FCR) by thoroughly analyzing issues and providing effective solutions during the initial interaction.
Created and maintained internal knowledge base articles and troubleshooting guides for newly encountered issues to support team learning and streamline future resolutions.