Technical Support Associate - Taxilla IT solutions Pvt. Ltd.
(2020-11 - 2024-05)
- Managed end-to-end e-invoicing processes, including User Acceptance Testing (UAT), pre-launch documentation, and post-implementation support for multiple clients.
- Provided technical support and solutions to a diverse client base via calls, emails, and chat, ensuring continuous operational assistance and high satisfaction rates.
- Conducted comprehensive demonstrations of the Goods and Services Tax (GST) process for clients, utilizing platforms like KPMG, Encomply Live, and KSA to facilitate efficient record processing.
- Streamlined the onboarding process for new clients using the KGCP tool, developing comprehensive manuals on GST updates to enhance client understanding and self-service.
- Managed and resolved complex tickets and client issues pertaining to GST e-invoicing, ensuring prompt and effective resolution and minimizing downtime.
- Utilized Postman API Testing and Transformations to efficiently test GST updates and deployments across User Acceptance Testing (UAT) and Live environments, ensuring system integrity.
- Customized PDF and input files using HTML Script, uploading them to the KGCP UI to generate Invoice Reference Numbers (IRNs) and ensure seamless processing.
- Led review meetings with clients and internal management, effectively addressing escalation calls and providing timely resolutions to critical issues.
- Ensured strict adherence to process, technology, and business compliance standards, meticulously documenting client communications for audit and reference.
- Proactively identified and implemented process improvements, enhancing customer-centric approaches and improving service delivery.
- Collaborated closely with business stakeholders to ensure optimal system functionality, aligning technical solutions with strategic business objectives.
- Documented and maintained comprehensive reports on all tasks and status updates, providing clear visibility into project progress.
- Provided technical assistance to a global clientele, including domestic and international customers, effectively addressing diverse needs and ensuring high satisfaction.
Technical Support Executive - YuppTV
(2019-01 - 2019-08)
- Provided efficient online chat support, expertly managing dual chats simultaneously to resolve customer inquiries with clarity and speed.
- Leveraged extensive product knowledge to deliver optimal solutions, resolving customer queries and concerns effectively.
- Resolved a wide range of support requests, including online TV subscriptions, billing processes, technical support, VPN, and connectivity issues, for a large customer base.
- Maintained high professionalism in client communication, tracking customer experience through feedback, suggestions, complaints, and reviews to identify areas for improvement.
- Recorded, reported, and escalated critical issues and queries to management, ensuring timely resolution and appropriate follow-up.
- Drove efforts to meet and exceed quality standards, consistently achieving high customer satisfaction ratings.
Customer Support Officer - Karvy
(2017-09 - 2018-05)
- Delivered product/software demonstrations and provided technical assistance and support to customers regarding Goods and Services Tax (GST) compliance.
- Addressed and resolved customer queries and conflicts across a comprehensive range of products and services, maintaining high customer retention.
- Promoted and advertised applications through approved channels, assisting customers with quotations and product information.
- Efficiently managed dual chat sessions, maintaining clear communication and professional etiquette to serve multiple clients concurrently.
- Updated and maintained detailed reports on open and resolved ticket statuses, providing clear insights into support operations.
Technical Support Associate - Research Centre Imarat, DRDL
(2014-01 - 2016-11)
- Delivered proactive technical support to internal stakeholders via voice, email, and chat platforms.
- Served as a liaison in the Tender Department, specializing in electronic components, ensuring adherence to organizational standards for tender selection and submission.
- Conducted successful negotiations with vendors for electronic gadgets, including price discussions, and coordinated with superiors for strategic approvals.
- Maintained comprehensive databases and trackers for incoming emails, ensuring timely and effective responses and organized record-keeping.
