Utkarsh .

Deliver L1 and L2 technical support to global customers, primarily in the USA, across operating systems including Windows 10/11, macOS, iOS, iPadOS, and Android. Diagnose and resolve system performance issues, software malfunctions, and OS-level errors using in-house remote access tools and structured troubleshooting. Manage full ticket lifecycle using internal CRM, ensuring accurate documentation, follow-ups, and timely resolution. Engage with customers via live chat and voice calls, handling inbound and outbound interactions for comprehensive problem resolution. Perform post-resolution follow-ups to ensure issue closure and customer satisfaction. Recognized for maintaining high first-call resolution rates, ticket closure efficiency, and CSAT scores. Support team members during high-volume periods and contribute to process feedback for continuous improvement.

Promoted from Technician to Senior Technician within one year for consistent performance, technical expertise, and leadership during high-volume support scenarios. Provided L1 and L2 technical support for Dell customers across platforms including Windows 10/11, macOS, iOS, and Android. Handled complex issues involving system diagnostics, BIOS configuration, driver/software installation, and OS-level troubleshooting. Used Salesforce CRM for full ticket lifecycle management, including documentation, escalation, and resolution tracking. Delivered support via remote access and voice channels, resolving issues related to hardware failures, software conflicts, and system performance. Stepped in during manager absences to assist peers with escalations and maintain service quality and productivity. Attended regular technical trainings to stay updated on Dell’s evolving product ecosystem and improve support effectiveness. Maintained high standards for customer satisfaction (CSAT), first-call resolution (FCR), and SLA compliance.

Promoted from Technician to Senior Technician within one year for consistent performance, technical expertise, and leadership during high-volume support scenarios. Provided L1 and L2 technical support for Dell customers across platforms including Windows 10/11, macOS, iOS, and Android. Handled complex issues involving system diagnostics, BIOS configuration, driver/software installation, and OS-level troubleshooting. Used Salesforce CRM for full ticket lifecycle management, including documentation, escalation, and resolution tracking. Delivered support via remote access and voice channels, resolving issues related to hardware failures, software conflicts, and system performance. Stepped in during manager absences to assist peers with escalations and maintain service quality and productivity. Attended regular technical trainings to stay updated on Dell’s evolving product ecosystem and improve support effectiveness. Maintained high standards for customer satisfaction (CSAT), first-call resolution (FCR), and SLA compliance.

Provided L1 technical support to customers for software, hardware, and device-related issues across platforms such as Windows, macOS, Android, and iOS. Assisted users through voice and chat support, guiding them through installation processes, basic troubleshooting, and application usage. Utilized internal support tools to identify technical problems, escalate unresolved issues, and ensure timely resolution. Maintained accurate records in the CRM system, ensuring proper case documentation and ticket follow-ups. Took initiative in the absence of team leads, supporting peers with issue resolution and workflow management. Participated in product and technical training to improve issue-handling efficiency and knowledge base contribution.

Handled high-volume inbound customer queries related to product features, issues, and service requests with a focus on first-contact resolution. Identified root causes of recurring problems and provided appropriate solutions, contributing to customer retention and satisfaction. Logged all interactions accurately using internal CRM tools, ensuring data consistency and timely follow-ups. Developed strong communication, problem-solving, and customer service skills in a fast-paced BPO environment. Collaborated with team members to share insights and best practices for handling complex customer concerns effectively.