- Provided exceptional customer and technical support through phone, email, chat, and remote assistance channels.
- Managed and resolved customer inquiries, incidents, and service requests within defined SLA timelines.
- Logged, tracked, prioritized, and updated tickets using ITSM/CRM tools such as ServiceNow, Remedy, Salesforce, or Zendesk.
- Diagnosed and troubleshot issues related to hardware, software, Microsoft 365, Windows OS, network connectivity, and user access.
- Performed password resets, account unlocks, user provisioning, and Active Directory administration activities.
- Handled inbound and outbound calls while maintaining high Customer Satisfaction (CSAT) and First Call Resolution (FCR) metrics.
- Escalated complex technical and customer issues to appropriate support teams and ensured timely resolution.
- Maintained accurate documentation of customer interactions, troubleshooting steps, and resolution details.
- Collaborated with cross-functional teams to improve service delivery, operational efficiency, and customer experience.
- Demonstrated robust communication, problem-solving, multitasking, and customer relationship management skills while meeting performance KPIs.

📌 Customer Support Executive (Vijayawada)
🏢 HCLTech
📍 Vijayawada