Gokul kumar

Operations Associate

Chennai, Tamil Nadu, India1 yr 11 mos experience

Key Highlights

Proven track record in technical support and troubleshooting.
Expertise in client communication and satisfaction.
Strong collaboration with cross-functional teams.

Stackforce AI infers this person is a Technical Support Engineer specializing in SaaS solutions.

Contact

Skills

Core Skills

Technical SupportProblem Analysis

Other Skills

ACLARPActive ListeningAnalytical SkillsAnalyze InformationApplication SecurityAttention to DetailBashBugzillaCall MonitoringChange ManagementChatClient SupportCommunicationCreative Problem Solving

About

As a proactive and detail-oriented Technical Support Engineer, I bring 2 years of experience in providing comprehensive support to clients, focusing on both technical and non-technical aspects. My expertise lies in troubleshooting issues, diagnosing bugs, and offering solutions to ensure smooth user experiences with our products. In my role at Capgemini, I supported clients using the ISS platform, helping them navigate technical issues through Jira, email, and phone calls. I excel at working collaboratively with cross-functional teams to address problems efficiently while ensuring that clients are fully supported throughout the process. I take pride in resolving complex issues, providing clear communication, and maintaining a client-first mindset. My goal is to leverage my problem-solving skills and technical knowledge to deliver top-tier support in every interaction.

Experience

1 yr 11 mos

Total Experience

1 yr 11 mos

Average Tenure

Current Experience

Capgemini engineering

2 roles

Technical Support Engineer

Promoted

Jul 2022 – Jun 2024 · 1 yr 11 mos · Chennai, Tamil Nadu, India

Provided expert technical support for the ISS platform, helping clients troubleshoot and resolve complex bugs and issues, ensuring minimal downtime and smooth functionality.
Leveraged Jira to efficiently track, manage, and resolve both technical and non-technical issues, ensuring transparency and timely responses to client queries.
Acted as the primary point of contact for clients, offering support via email and phone, and ensuring high levels of customer satisfaction through clear communication and swift problem resolution.
Collaborated with internal teams, including developers and QA engineers, to analyze issues, identify root causes, and deploy appropriate solutions.
Assisted clients with test plans and project reports, offering guidance and solutions to ensure project objectives were met without technical roadblocks.
Continuously improved support processes by documenting troubleshooting techniques and maintaining updated technical documentation for future reference.
Specialized in delivering both technical troubleshooting and non-technical support for various client inquiries, ensuring seamless communication and project flow.

Technical SupportJiraTroubleshootingClient SupportDocumentationProblem Analysis+1

Software Analyst

Mar 2022 – Jul 2022 · 4 mos · Chennai, Tamil Nadu, India

As a Software Analyst I'm committed to enhancing network performance by creating and implementing software tools for real-time monitoring, troubleshooting, and optimization.