Sri Charan
ID: CCE195982
Sri Charan
ID: CCE195982
- Customer support specialist, Primus Global Technologies
- Telangana, India
Sri Charan
ID: CCE195982
- Customer support specialist, Primus Global Technologies
About Sri Charan
I am a dedicated customer support specialist with over 5 years of hands-on experience working with various ticketing tools. I have a strong understanding of both US and UK domain markets and am adaptable to rotational shift schedules. Committed to delivering efficient and reliable support, I thrive in dynamic environments and prioritize clear communication to ensure customer satisfaction.
Employment History
Primus Global Technologies Invite company
11th Nov 2024 to 21st Apr 2025
Customer support specialist
11th Nov 2024 to 21st Apr 2025
Salary Package
Salary Hidden
Roles & Responsibility
Provide technical support by resolving 60–70+ tickets weekly with a 98%+ first-contact resolution rate. Deliver multi-channel assistance (Email, Chat, Phone) maintaining 98% customer satisfaction. Troubleshoot software performance, functionality, and data integrity issues, conducting root cause analyses for recurring problems. Escalate complex cases to senior support or development teams, aiding L2/L3 collaboration to reduce resolution time by 30%. Enhance support resources by improving knowledge base documentation, reducing repeat inquiries by 20%. Facilitate over 100 system setups and onboarding, boosting readiness by 25%, and recommend system upgrades increasing performance by 15%.
Skills
- Customer Satisfaction
- Excellent oral amp written communication skills High degree of proficiency in basic computer applications ie Windows Ability to learn and adapt to multiple internal applications amp tools Strong analytical and independent problemsolving skills Team Player Able to clearly communicate network issues and the status of efforts to resolve problelms Troubleshooting and WiFi setup windows installation
- Data Tracking (Excel
Verification Pending
Thryve digital health llpInvite company
10th Feb 2020 to 23rd Aug 2024
Technical support analyst
10th Feb 2020 to 23rd Aug 2024
Salary Package
Salary Hidden
Roles & Responsibility
Provided Tier 1/2 IT support to 5,000+ users across multiple U.S. regions, achieving 99% SLA compliance. Conducted monthly audits on 200+ tickets to ensure quality and adherence to US regulatory standards. Monitored network and system activity to detect and mitigate security breaches, maintaining detailed documentation for compliance. Resolved issues with EHR systems, including Epic and Cerner, enhancing clinical application performance. Improved resolution times by 25% through SOP standardization and designed Power BI/Tableau dashboards, reducing manual reporting by 40%. Led weekly team huddles and root cause analyses, lowering repeat tickets by 30%.
Skills
- Technical Documentation
- Data Quality
- Excellent oral amp written communication skills High degree of proficiency in basic computer applications ie Windows Ability to learn and adapt to multiple internal applications amp tools Strong analytical and independent problemsolving skills Team Player Able to clearly communicate network issues and the status of efforts to resolve problelms Troubleshooting and WiFi setup windows installation
- Data Tracking (Excel
Verification Pending
Education
Bachelor of Commerce
Osmania University Hyderabad
13th May 2013 to 21st Jun 2016 (Expected)
Expertise
Technical Documentation
5/5
Customer Support
5/5
Client reporting
5/5
service now
5/5
Lingo
English
Verbal
5/5
Written
5/5
Hindi
Verbal
5/5
Written
5/5
Telugu
Verbal
5/5
Written
5/5
