Technical Support Advisor, Concentrix

(Dec 2022-Sept 2025) 

• Delivered real-time chat support to global English-speaking users of our VOIP videotelephony, conferencing, voice-call, and messaging app.

• Diagnosed and resolved technical issues related to audio/video quality, connectivity, and feature configurations.

• Escalated complex software bugs or account-specific issues to engineering and product teams with detailed reports

(Dec 2020- Nov 2022) ​

• Handled outbound calls and emails to troubleshoot issues, ensure timely resolution, and maintain exceptional customer satisfaction as the first point of technical contact, managing B2B SaaS ticketing system for clients in India.

• Monitored and managed the end-to-end ticket lifecycle in the SaaS support platform

• Triage incoming technical requests, replicate customer environments, and work with engineering teams on escalations.

(Jun 2019-Dec 2020)

• Handled inbound calls from customers across Europe, the Middle East, and Africa, diagnosing and resolving mobile operating system issues.

• Isolated software and hardware faults, guide users through configuration steps, and coordinate repair or replacement services.

• Created and managed repair tickets, schedule courier pickups, and track device returns, provided clear status updates and manage customer expectations throughout the support process