Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deepika Ranjit

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

15
15
years of professional experience

Work History

Technical Support Engineer

Outreach.io
10.2021 - Current
  • Support and maintain customers who have implemented Outreach, responding to and resolving customer issues in a timely fashion
  • Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
  • Provide operational and technical support to technical field delivery personnel
  • Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations
  • Use your business and technical analysis skills to solve complex issues and promote best practices
  • Work with the product management and development organizations to channel client feedback and solutions into future releases of the Outreach product suite
  • Collaborate with other departments in the company to achieve customer satisfaction
  • Provide end user training as appropriate.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Gathered trend data from customer calls and interactions.
  • Documented faults and bugs for referral to development staff for use in updates.

Product Support Analyst

Administrate Ltd.
08.2015 - 10.2020
  • Testing iOS, Android, and Web applications
  • Participating in daily Team Huddles and Sprint planning
  • Working on Zendesk to understand the bug issues from customers
  • Submit bugs on Jira and track defects
  • Performing UI testing, Acceptance testing, Functional testing, Cross-browser testing
  • Engaging with customers during new feature releases to understand the expectation and usage.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Participated in product testing phases, ensuring optimal functionality prior to release dates.
  • Communicated critical product updates to customers, minimizing disruptions during implementation phases.
  • Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.

Senior Support Rep II

Unisys India Pvt Ltd
03.2014 - 08.2014
  • Helping the 7/11 stores with their technical and network issues
  • Handling inbound and outbound calls and respond to the customer's queries
  • Support Internet Connectivity, Network Related Issues for Devices
  • (Printer, Pin Pad, Cash Registers)
  • Providing help and support to configure Email Client program Outlook Express, Microsoft Outlook, and Windows Mail
  • Taking feedback from the customers about the services
  • Updating servers with the latest software updates used by the client
  • Investigated and resolved customer inquiries and complaints quickly.

Systems Development Associate

ACS, A Xerox Company
10.2012 - 04.2013
  • Providing L1 support for all the 60+ US-based hospitals (clients) of Allscripts
  • Support SCM Application Infrastructure (Prod, Test, Train, Dev, and Sandbox servers)
  • Working on SCM services over the Windows Clustered Env
  • Doing failover of services from clustered Nodes
  • Supporting backend servers to maintain the SCM
  • Taking care of medical database update for each client (MULTUM DB)
  • Installing Hotfixes for the Sunrise Clinical Manager application after proper analysis
  • Fixing real-time incidents, taking care of client requests and projects
  • Involved in monthly maintenances
  • Playing a role of scheduled Primary On-Call
  • Knowledge of Hospital Information Systems
  • Handling more than 2000 servers for 60+ Clients in the US.

Technical Support Representative

HCL Technologies
07.2009 - 10.2012
  • Handling customer queries
  • Working for ISP support
  • To provide help and support getting connected to the Internet through AT&T provided modems on windows-based computers
  • Installing Security Software's
  • Taking Responsibilities on customer satisfaction, Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Working in a team of 20 members
  • Achieved Exceeding Expectation in all the appraisals.

Education

Bachelor's in Computer Application - Computer Science

Madras University
India

Skills

  • Critical Thinking
  • Problem-Solving
  • Process Improvement
  • Teamwork and Collaboration
  • Technical Troubleshooting
  • Customer Relationship Management
  • Customer Success Management
  • Application support
  • Training and mentoring
  • Attention to Detail
  • Bug tracking
  • Customer Support
  • Technical Support
  • Ticket management
  • User Training
  • Online Chat Support
  • Technical Documentation
  • Issue Research
  • JIRA Systems
  • Zendesk
  • DataDog
  • Confluence

Timeline

Technical Support Engineer

Outreach.io
10.2021 - Current

Product Support Analyst

Administrate Ltd.
08.2015 - 10.2020

Senior Support Rep II

Unisys India Pvt Ltd
03.2014 - 08.2014

Systems Development Associate

ACS, A Xerox Company
10.2012 - 04.2013

Technical Support Representative

HCL Technologies
07.2009 - 10.2012

Bachelor's in Computer Application - Computer Science

Madras University

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Deepika Ranjit