Nirav Raval

About Nirav Raval

Currently Pursuing a Full Stack Developer course at Edureka Company.

Experience

1. Customer Support Engineer

   Sypram

   Feb 2025 — Present · Gandhinagar, IN

   Client Support & Troubleshooting - Delivered real-time technical support to clients via verbal communication and remote desktop sessions, ensuring rapid resolution of software issues- Diagnosed and resolved complex technical problems, providing clear guidance and workarounds to minimize downtime- Managed client data with strict adherence to privacy and security protocols.Ticket Management & Workflow - Created, tracked, and resolved support tickets using Jira, ensuring accurate documentation and timely follow-ups- Monitored ticket queues to prioritize critical issues and maintain high Service Level Agreement (SLA) compliance- Generated detailed reports on issue trends to assist in process improvements.Cross-Functional Collaboration - Acted as the primary liaison between clients and internal engineering teams, communicating technical requirements via email and verbal channels- Escalated critical bugs to the development team and followed up until resolution, ensuring client expectations were met- Collaborated with internal stakeholders to implement software updates and feature enhancements based on client feedback.Operational Excellence - Operated during USA night shifts to align with client business hours, ensuring 24/7 support availability- Maintained a deep understanding of software architecture to provide accurate and efficient solutions- Managed high-volume call schedules while maintaining quality and professionalism.

Education

• Department of Computer Science Hemchandracharya North Gujarat University

  BSCIT , COMPUTER AND INFORMATION SCIENCES AND SUPPORT SERVICES