PRAWEEN PANITHI

Customer Support professional

Hyderabad, Telangana 1+ yrs exp 84 · Excellent

About

Customer Support professional with experience providing application and account support through phone, chat, and email channels. Skilled in incident management, issue triage, troubleshooting, ticket documentation, escalation handling, and SLA-driven service delivery. Experienced in using ServiceNow and JIRA for incident tracking and support operations while maintaining high customer satisfaction in fast-paced environments.

Skills & Expertise (25)

Customer Satisfaction Intermediate

7.5/10

Years Exp

Customer Service Intermediate

7.5/10

Years Exp

Chat Support Intermediate

7.0/10

Years Exp

Microsoft PowerPoint Intermediate

7.0/10

Years Exp

Microsoft Word Intermediate

7.0/10

Years Exp

Microsoft Excel Intermediate

7.0/10

Years Exp

Email support Intermediate

7.0/10

Years Exp

escalation management Intermediate

6.5/10

Years Exp

Technical Support Intermediate

6.5/10

Years Exp

Application Support Intermediate

6.5/10

Years Exp

Service Request Management Intermediate

6.5/10

Years Exp

Ticket Resolution Intermediate

6.5/10

Years Exp

Troubleshooting Intermediate

6.5/10

Years Exp

Incident Management Intermediate

6.5/10

Years Exp

Knowledge Base Documentation Intermediate

6.5/10

Years Exp

SLA Compliance Intermediate

6.5/10

Years Exp

Jira Intermediate

5.5/10

Years Exp

ServiceNow Intermediate

5.5/10

Years Exp

SQL Beginner

3.5/10

Java Beginner

2.5/10

Spring Boot Beginner

2.5/10

REST APIs Beginner

2.5/10

Selenium Beginner

2.5/10

Jenkins Beginner

2.5/10

Docker Beginner

2.5/10

Work Experience

Customer Experience Representative (Fintech)

IntouchCX

Nov 2024 - Present

Provided Level-1 support for account, transaction, fraud, and application-related incidents through phone, chat, and email channels. Investigated customer-reported issues, performed troubleshooting, and delivered timely resolutions while adhering to established SLAs. Managed and resolved support tickets using internal support tools, ensuring accurate documentation and service request tracking. Performed issue triage and root-cause documentation, escalating unresolved incidents through JIRA with complete diagnostic information. Collaborated with internal teams to resolve complex technical and operational issues impacting customer experience. Maintained knowledge base articles and process documentation to improve support consistency and reduce repeat inquiries. Supported high-volume support queues while consistently meeting quality, productivity, and customer satisfaction targets. Acted as Subject Matter Expert (SME) during critical operational periods, assisting team members with issue resolution and process guidance.

Customer Support Associate

Amazon

Aug 2023 - Nov 2023

Assisted customers through multiple support channels by resolving service-related inquiries and account issues. Documented customer interactions and support activities while ensuring compliance with service standards. Collaborated with team members to manage high support volumes and maintain service continuity during peak periods. Demonstrated strong communication, problem-solving, and customer service skills in a fast-paced environment.