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abinjoshy1701

Abin Joshy

@abinjoshy1701
India
English, Hindi, Malayalam
About me
I’m a results-driven professional with 6+ years of experience across payroll operations, application support, customer service, reconciliation, and business administration. I’ve worked with international clients and have hands-on experience with tools such as SAP, Odoo, MS Excel, CRM and ticketing systems. I’m someone who enjoys solving problems, taking ownership of tasks, and learning new systems quickly. I’m currently looking for an opportunity where I can use my experience while continuing to grow, take on responsibilities, and contribute to a team that values reliability and improvement.... Read more

Skills

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abinjoshy1701
Abin Joshy
Offline • 
Average response time: 1 hour

See my services

General Assistance
I will be your virtual assistant for CRM sales support and admin tasks
From$15 / projectMore details

Work experience

Virtual_Attention

Senior Technical Support Associate

Virtual Attention • Full-time

Sep 2022 - Jun 2026 • 3 yrs 9 mos

● Provided Level 1/Level 2 product support to internal users of the Primoris workforce management and payroll application through phone, email, and ticketing systems. ● Used SAP (SAP Fieldglass) as the primary application for managing and resolving user support requests. ● Responded to customer inquiries by diagnosing and resolving application issues related to payroll allocations, employee records, timesheets, user access, and system functionality. ● Assisted end users with account access, login issues, application navigation, and system functionality, improving user adoption and overall customer satisfaction. ● Analyzed user information to identify root causes and troubleshoot issues, delivering timely resolutions while meeting SLA targets. ● Logged, tracked, and managed incidents using CRM/ticketing systems, ensuring accurate documentation of customer interactions, troubleshooting steps, and issue resolutions. ● Escalated priority incidents and complex technical issues to development, engineering, or infrastructure teams, monitoring cases through to resolution. ● Collaborated with Payroll, HR, Operations, and IT teams to resolve cross-functional issues and deliver effective support solutions. ● Followed ITIL-based support processes, standard operating procedures (SOPs), and knowledge base documentation to ensure consistent service delivery and compliance. ● Tracked recurring issues and prepared support reports, recommending process improvements to enhance application performance and user experience. ● Provided technical support for AI-powered applications, leveraging SQL to query databases, analyze logs, investigate production issues, and improve overall system performance. ● Promoted to Senior Technical Administrator after 2 years of employment; supervised a team of 4 staff members. ● Increased number of resolved job tickets by 25% over the previous year.