Subham Panigrahi Phone: +91-7978347448

Email: subhampanigrahi2121@[Link]

CAREER OBJECTIVE:

Working for a position as customer support engineer in a company that requires and values high level of
workethics, combined with technical know-how skills and effective interpersonal communication.

PROJECT SUMMARY:

 2+ years working as customer support engineer of relevant work experience in customer support,
excellent phone etiquette, verbal, written, and interpersonal skills , ability to multi-task, organize, and
prioritize work. Collaborated with new partners on successful platform configuration and on-boarded
them to the required service.
 Responded to customer queries promptly and accurately via phone, email or chat.
 Identified customer needs and help customers use specific features.
 Analyzed and reported product malfunctions and escalations.
 Updated our internal databases with information about technical issues and helpful customer
discussions.
 Shared feature requests and effective workarounds with team members.
 Informed customers about new features and functionalities.
 Followed up with customers to ensure their technical issues are resolved.
 Gathered and shared customer feedback with our backend teams.
 Engage directly with members of the Engineering team to ensure timely resolution of customer issues
according to service level agreements and escalate to your manager when you need assistance in
meeting those goals.
 Write detailed bug reports for Engineering when a support issue is identified as a platform bug or other
type of problem that requires platform assistance. This will include capturing details of the problem
using screenshots, videos of the problem being reproduced, browser logs, and anything else that will
help the Engineering determine a root cause analysis and a fix for the issue.
 Thoroughly test and find bugs in deployed fixes and new features released by Engineering.
 Problem solving mindset along with very fluent communicative skills.
 Minimal set of research to be conducted in the private equity space.
 Solve technical support issues with external customers (via email, screen share, live chat, Communities,
phone, etc).
 Create, document and track the progress of new customer issues as they become available.
 Collaborated with fellow support colleagues and other internal organizations, e.g. development, to
achieve superior customer service.
 Obtain the necessary knowledge and skills to become progressively proficient with responsible
products.
 Flexibility to work extended hours with minimal notice during high volumes.
 2+ years of experience preferably in a customer facing role.
 Worked closely with Client Experience Associates in resolving issues pertaining to the accounts that
improve the effectiveness of their call handling.
 Ensured customer SLA and quality standards are met.
 TECHNICAL SKILLS:
Tools and Technology used: customer support MS-excel, MS-power-point, MS-
word,MS-365, Technical Support, client Support, CRM, SQL, IBM datapower
gateway, manage connectivity, Customer Satisfaction · Customer Relationship
Management (CRM) · Customer Engagement · Customer Service Management ·
SSL Certificates · Customer Experience Management · Customer Interaction ·
Customer Success · Customer Support · Account Management · Onboarding

WORK EXPERIENCES:
Working as customer support engineer in Tech Mahindra LTD.
EDUCATIONAL DETAILS:
• [Link] (ECE) :Silicon Institute Of Technology, Bhubaneswar, passed out on 2019,with
7.98CGPA.
• XII: Sai International School (CBSE), Passed out in the year 2015, with 78%
• X : [Link]’s High School, Bhadrak (CBSE), Passed out in the year 2013, with

9.4CGPA.

PROJECT DETAILS :
 Project Name:- British Telecommunications PLC)
 Client : BT
 Technology : JIRA, ms-word, ms-excel, SQL,
Axway console, IBM datapower gateway
 Role : customer support engineer

PROJECT DESCRIPTION:
Actively working in British Telecommunications Partner enablement management. Excelled in firewall
management, BT's major wholesale customer support, XMLG- gateway infrastructure and Data power
migrations. Helping all customers find their way to the best solutions with a wide range of application
and technology skills.

Working for one of the largest telecom providers in the UK, I am responsible for Gateway
applications offering XMLG services. This involves secure, reliable and guaranteed exchange of
transactions built on Digital Transformation Platform.

ROLES & RESPONSIBILITIES:

 Working on enhancement ticket as well as support ticket. Maintaining the customer/client flow.
 Lead the onboarding of BT customers to the API gateway as a member of the partner enablement
team.
 Gather and incorporate design and security specifications provided by customers.
 Take responsibility for configuring the gateway in both test and production environments.
 Aid in the setup of customer profiles across various backend component teams.
 Offer comprehensive resolutions to any issues encountered during the testing phase.
 Coordinate the production configuration for each customer, ensuring a seamless integration
process.
Answers inquiries by clarifying desired information; researching, locating, and providing
information through email/chat and some cases through outbound calling.
 Receiving inbound calls within the organization and troubleshooting on email clients and
otherinternal software’s.
 Help and providing guidance to the team member having complex technical issue.
 Coordinate with different team regarding permanent production bug fix.
 Responsible to achieve the targets for the customer satisfaction rate with good resolution rate
andto maintain the SLA.
DECLARATION:
I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Subham Panigrahi Bhubaneswar-