Joyal Johny

Operations Associate

Melbourne, Victoria, Australia7 yrs 4 mos experience

Highly Stable

Key Highlights

Expert in resolving complex technical issues.
Strong background in SaaS customer support.
Proven ability to enhance workflows and processes.

Stackforce AI infers this person is a SaaS Customer Support Specialist with strong technical troubleshooting skills.

Contact

Skills

Core Skills

Technical SupportCustomer Support

Other Skills

Attention to DetailChange ManagementCollaborationCommunicationComputer LiteracyCreative Problem SolvingCustomer EngagementCustomer Relationship Management (CRM)Customer RetentionCustomer Service ManagementKnowledge Base ContributionLeadershipLearningManagementNSPS

About

As a seasoned Product Support Specialist with extensive experience in the SaaS industry, I am passionate about delivering exceptional customer support and resolving complex technical issues. I have a strong background in working with inventory management software, particularly in fast-paced environments where prioritization, problem-solving, and clear communication are critical. Throughout my career, I’ve worked across multiple channels (phone, email, and chat) to provide seamless technical support. I thrive on collaborating with internal teams to resolve escalated issues and improve product functionality. My experience with tools like Zendesk and Salesforce has enabled me to efficiently manage customer records and maintain smooth communication processes. I take pride in my ability to build strong relationships with customers, ensuring their needs are met, and providing solutions that align with their business goals. Whether it's contributing to knowledge bases, mentoring junior staff, or enhancing workflows, I am dedicated to driving continuous improvement and ensuring high levels of customer satisfaction.

Experience

Culture amp

Product Support Specialist

Feb 2025 – Present · 1 yr 2 mos · Melbourne, Victoria, Australia · Hybrid

Cin7

2 roles

Senior Technical Support Specialist

Promoted

Oct 2023 – Jan 2025 · 1 yr 3 mos · Auckland, New Zealand · Hybrid

Provide exceptional customer support via phone, email, and chat, efficiently resolving issues using Zendesk as the primary CRM.
Identify technical problems, report them to product teams, and collaborate on resolutions to enhance product functionality.
Managed senior support responsibilities for Core, POS, and B2B modules, ensuring timely resolution
of complex customer issues and alignment with client business processes.
Clearly communicate issue resolutions to clients, ensuring a positive experience and maintaining strong customer satisfaction.
Contribute to the knowledge base by creating saved replies and articles, streamlining support processes and boosting team performance.
Build and maintain positive relationships with a diverse customer base, addressing needs and resolving issues promptly.
Take ownership of customer problems, working closely with them to mitigate and resolve issues.
Demonstrate platform capabilities to customers, providing guidance on maximizing product functionality to meet their workflows.
Work with internal teams and customers to identify feature requests that improve the overall product offering.
Accurately maintain customer information in Zendesk to ensure efficient issue tracking.

Customer SupportZendeskTechnical SupportProblem SolvingCustomer Relationship Management (CRM)Communication+2

Technical Support Specialist

Jul 2021 – Sep 2023 · 2 yrs 2 mos · Auckland, New Zealand · Hybrid

Delivered outstanding customer support across phone, email, and chat, utilizing Zendesk to track and efficiently resolve queries.
Escalated technical issues to appropriate teams, ensuring prompt follow-up and contributing to smooth resolution processes.
Maintained accurate customer details in Salesforce, improving record management and support operations.
Provided empathetic communication, ensuring clients understood solutions and felt supported throughout the troubleshooting process.
Proactively contributed to the knowledge base, creating standardized responses that enhanced team productivity.
Assisted team leads with administrative tasks, demonstrating organizational skills and improving support processes.

Customer SupportZendeskSalesforceProblem SolvingCommunicationKnowledge Base Contribution+1

Infosys

Senior Operations Executive

Jul 2016 – Apr 2019 · 2 yrs 9 mos · Trivandrum, Kerala, India

Handled customer inquiries across phone, email, and chat, delivering quick and accurate resolutions while maintaining high customer satisfaction.
Updated and managed customer records in Salesforce, ensuring accurate and reliable data for future interactions.
Collaborated with internal teams to resolve complex queries and escalate issues when necessary, ensuring timely solutions.
Built positive relationships with customers by providing empathetic, clear communication during issue resolution.
Implemented customer-focused solutions that aligned with business processes, resulting in improved satisfaction and loyalty.
Contributed to team success by participating in collaborative problem-solving and identifying process improvement opportunities.

Customer SupportSalesforceProblem SolvingCommunicationCollaboration