Vaishak Krishnan

Tier 1 Technical Support - Associate Technology @Sutherland

Waterloo, ON, CA

Delivered exceptional technical support to Paramount Plus clients by troubleshooting and resolving issues related to streaming services, device connectivity, account access, and payment processing.• Assisted customers with billing-related concerns such as updating payment information, resolving duplicate charges, managing subscriptions, and navigating payment platforms.• Investigated suspicious or potentially fraudulent charges by analyzing customer data, payment history, and transaction details; explained findings to customers and took steps to secure their accounts.• Acted as a first line of defence for account security by identifying unauthorized usage, guiding customers through security protocols, and supporting internet safety best practices.• Provided step-by-step assistance for device activation, linking, and third-party subscription integration, ensuring seamless platform streaming experiences.• Utilized tools like Salesforce, Recurly, and OKTA for secure case management, customer authentication, and transaction monitoring.• Maintained a customer-centric and empathetic approach while ensuring timely, accurate solutions and strict adherence to privacy and security standards in a remote work environment.