Sowmya S
Experienced Senior Technical Support Specialist | Customer Support & Claims Associate | Expertise in fraud and claims resolution.
- Role
- Senior Technical Support Specialist at Infosys
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Sowmya S
Technical Support Specialist with nearly 2 years of experience providing service desk and end-user support for Microsoft 365and Windows OS in a high-volume support environment. Skilled in troubleshooting application, operating system, account,MFA, and subscription-related issues while consistently meeting SLA, CSAT, and FCR targets. Experienced in multi-channelsupport (voice, chat, email), remote troubleshooting, ticketing systems, and knowledge base–driven resolutions with a strongfocus on accuracy and customer satisfaction
Experience
Senior Technical Support Specialist
Aug 2025 — Present · Hyderabad, IN
Senior Technical Support Specialist - Microsoft 365 & WindowsInfosys | Client: Microsoft | Hyderabad, IndiaAug 2025 – Till dateKey Responsibilities: Provide technical support for Microsoft 365 and Windows OS, resolving application, installation, activation, andperformance issues. Troubleshoot Microsoft Account issues including MFA failures, account recovery, security lockouts, and syncproblems. Handle billing and subscription support for Microsoft 365, including renewals, cancellations, refunds, and licensemanagement. Deliver multi-channel support (voice, chat, email) while handling multiple customer interactions. Use ticketing and diagnostic tools to log, track, and resolve incidents within defined SLA. Follow Microsoft KB articles and workflows to ensure accurate and policy-compliant resolutions. Collaborate with escalation teams for complex issue resolution. Maintain high CSAT and FCR while consistently meeting quality and SLA requirements.
Education
Avanthi Degree & PG college, Narayanguda.
B. Sc. Statistics and computer science
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