Gopika Thampi Girija

• Provided remote support to clients worldwide, demonstrating adaptability in working across various time zones and cultural contexts.
• Led support team meetings, fostering open communication and ensuring alignment on priorities and goals.
• Established an internal escalation process for complex cases, ensuring efficient handoff between team members while maintaining accountability.
• Acted an an escalation point for critical payment failures, delivering timely resolutions and preventing revenue loss for clients.
• Reduced response times for support tickets by streamlining internal processes and cross-team collaboration.
• Increased customer satisfaction by resolving complex technical issues promptly and efficiently.
• Served as a liaison between customers and engineering teams, facilitating effective communication and swift problem resolution.
• Developed comprehensive knowledge base articles, reducing repeat customer inquiries and improving self-service options.
• Championed the adoption of new technologies within the support team, driving efficiency improvements and enhancing overall service delivery.
• Optimized ticket triage process to reduce time spent on issue assignment, leading to faster response times for customers.

• Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
• Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
• Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
• Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.
• Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
• Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
• Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
• Served as primary point of contact for triaging technical issues.
• Used ticketing systems to manage and process support actions and requests.

•Enforced use of prescribed technical procedures, designing ,monitoring protocols to confirm compliance with guidelines.
•Researched product and issue resolution tactics to address customer
concerns.
• Assisted in development of system security protocols.
•Reviewed technical guidelines to verify compliance with information
security standards and best practices.
• Served as primary point of contact for triaging technical issues.
•Resolve issues related to coda modem, rocket modem and fiber modem
• Resolve user access, password, and email related issues
•Helped in modem activation, network security issues and sales promotion