Diptonil Sinha

Support Specialist (Tier 2 Support) - Revolut - Remote

(2026-03)

Provide Tier 2 specialized support for banking, lifestyle, payments, and eSIM products.
Act as the final escalation point for complex customer and partner issues across multiple product lines.
Investigate and resolve issues related to card payments, account operations, transfers, subscriptions, and digital banking services.
Support customers with eSIM activation, connectivity troubleshooting, roaming services, and mobile service-related queries.
Conduct credit analysis reviews and customer account assessments in line with internal policies and operational requirements.
Collaborate with Product, Operations, Compliance, Risk, Fraud, and Engineering teams to resolve escalated cases.
Manage B2B partner communications and coordinate resolutions with third-party service providers.
Perform root cause analysis and identify opportunities for operational excellence and process improvement.
Maintain 95%+ quality scores while adhering to compliance, risk management, and service standards.
Consistently achieve 90%+ NPS through effective issue resolution and customer advocacy.
Ensure SLA adherence, accurate case documentation, and exceptional customer experiences.

Technical Support Associate - Wipro Ltd – Best Buy (Geek Squad Process) - Kolkata

(2023-10 - 2026-03)

Provided inbound and outbound technical support to US customers.
Troubleshot Windows OS, Outlook, printer connectivity, software, and network-related issues.
Handled high-volume customer interactions while maintaining service quality standards.
Managed multiple customer cases simultaneously while ensuring SLA compliance.
Utilized CRM and ticketing systems for case management and issue tracking.
Achieved 95%+ CSAT through effective customer engagement and problem resolution.

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