Aditya Kumar Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Helps to users resolve issues with computer hardware or software and responded to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.• Resolved issues and escalated problems with knowledgeable support and quality service with multiple tools like; Remedy, Service Manager, Service Now etc.• Provided solutions to operations issues and users, working closely via phone, email, live chat and web teleconference.• Created multiple domain accounts for users in active directories and tracked and analyzed reports to determine needed improvements and evaluated performance an policies against metrics.• Diagnosed and resolved user system functionality issues to enable completion of desired operations.• Engaged in user support interactions via telephone, chat and email platforms.• Resolved common user concerns by utilizing preset issue resolution scripts.• Discussed customer concerns regarding product usage, billing to promote improved user experience.• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.• Addressed user with customer service concerns and decided when to escalate problems to specialist team members.• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Bengaluru Area, India

2014-09 - 2016-07 Returns SpecialistFlipkart Internet Private Limited, Bangalore, Karnataka• Worked on Smart Assist and FLO tools for configurations and updating the customer issues with complete point-to-point documentation and used for approving or rejecting the return request. Also worked on diagnosis tool Smart Check for live troubleshooting of the customer's hardware and software issues of devices.• Documented returned product details in Smart Assist/FLO inventory tracking system.• Collaborated with team members to facilitate returns quickly and provide outstanding customer service.• I have good hands on experience in troubleshooting issues related to all categories of laptops and smart phones. I was supporting networking and IOS related issues for Apple devices. This helped me to attain knowledge in Mobility Solutions as well.• I worked in different operational dimensions in Flipkart like Dispute Management, SRT (Service Returns Team), Tech Visit as well.• During my above tenure of around 2 years, my role changed from Associate Support to Support Engineer and finally to Offline Support Engineer (Level 2), where in my duties were to ramp up the new hires and provide training to them.• Delivered high-quality customer service by gathering feedback on product deficiencies.