MS 365
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 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 -