Summary
Overview
Work History
Education
Skills
Personal Information
Software
Timeline
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Nikita Patel

Nikita Patel

Product Support Engineer
Ratlam

Summary

Professional with strong expertise in product support and technical solutions. Demonstrates strong focus on team collaboration, adaptability, and results-driven performance. Skilled in troubleshooting, technical documentation, and customer communication. Reliable in meeting evolving business needs and ensuring operational excellence.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Product Support Engineer

Litera Technologies Private Limited
09.2022 - Current
  • Provide technical assistance to customers, resolving complex product issues related to both hardware and software.
  • Collaborate with the development team to escalate and resolve recurring product bugs, ensuring product improvements.
  • Troubleshoot and provide solutions for customer queries using troubleshooting tools, documentation, and internal resources.
  • Contribute to the creation and maintenance of a knowledge base, reducing resolution times for common issues.
  • Monitor and track customer feedback to identify trends and proactively address potential product issues.


Sr. CSR

Tuncer Infotech PVT. LTD
03.2019 - 09.2022
  • Company Overview: Tuncer Infotech is one of the biggest reseller of SSL and code signing certificates provider.
  • Providing a technical support to resellers and end customers through Chat, ticketing system and phones.
  • Also, provide support to clients of technical and product related queries of certificates.
  • Guiding the clients with basic installation of certificates on servers like Cpanel, Nginx etc.
  • Communicating with certificate authorities (CA) like Sectigo (Comodo) and DigiCert (Symantec) and helping clients in completing the validation process.
  • Working on different software’s to help customers in completing the validation process and to provide the certificates in easiest way.
  • Sending price quotations to clients and helping in generating sales.
  • Other than technical and product related support, I also handle the weekly cancellation file where I get all the provided orders cancelled from vendor’s end.


Sr. CSE

T Tech India
12.2015 - 03.2019
  • Working for international e-Bay process, given support to UK, US, Netherland and Poland customers.
  • Solving escalations related to Buying, selling, Seller and Buyer protection cases.
  • Answering query over Emails and Chat.
  • Development sessions with Team Leaders and Coaches.
  • De-escalate calls while delivering difficult messages to customers in a way that creates a positive customer experience.

Technical Support Executive

Teleperformance India
01.2015 - 11.2015
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical hardware and software issues in phones.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designated tracking software.
  • Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.

CSE

Capita India PVT LTD
03.2014 - 09.2014
  • Handling UK clients for N power Process using SAP-ISU And SAP-CRM and other software like ECOES, DTS, RAINBOW.
  • Answering customer mails for their concern regarding GAS and electricity connection and solving them.
  • Calling clients for query and collecting information for preparing daily reports.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.

Education

B.E - I.T

RGPV
04.2001 -

Skills

    Software installation

    Training and mentoring

    Product testing

    Remote support

    Customer service

    Remote technical support

    Problem-solving

    Teamwork and collaboration

    Technical documentation

Personal Information

  • Date of Birth: 04/04/91
  • Nationality: Indian

Software

MS 365

MS teams

Confluence

Slack

Skype

Zoom

Team viewer

Anydesk

FreshDesk

Salesforce

Timeline

Product Support Engineer

Litera Technologies Private Limited
09.2022 - Current

Sr. CSR

Tuncer Infotech PVT. LTD
03.2019 - 09.2022

Sr. CSE

T Tech India
12.2015 - 03.2019

Technical Support Executive

Teleperformance India
01.2015 - 11.2015

CSE

Capita India PVT LTD
03.2014 - 09.2014

B.E - I.T

RGPV
04.2001 -

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Nikita PatelProduct Support Engineer