May 2021 – Apr 2023 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Hire, Manage, Mentor, Develop, Grow the CXP support team
• Mentor and coach the team members on case management, processes and technical/soft skills
• Identify knowledge gaps, training needs and opportunities.
• Closely align with other leaders in the organization and execute on OKR’s (objectives and metrics) to measure the overall team’s success
• Work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies
• Create and maintain Key CX Metrics and dashboards to evaluate NPS ,Resolution, CSAT.
• Own the relationship between support and core engineering and, when necessary, help coordinate escalations across functional groups to help meet customer needs
• Develop and execute on strategy for continuous improvement of our Support Team SLAs
• Collaborating with other teams involved in Customer Success, such as professional services, CSM's
• Develop policies and procedures: Policies and procedures make up the playbook that the team follows to resolve customer inquiries
• Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams
• Develop Automations & Self-Service that increases the speed to resolution for our customers and reduces friction and effort in the entire process
• Develop growth plans for team members for career progression

Sep 2018 – May 2021 · 2 yrs 8 mos

• Leading the Support team for APAC region. Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth.
• Incident Lead/commander for all the Major outages, responsible to take care of the incident from Open to Closure status.
• Creating processes and policies to improve/establish/empower the team to provide high quality customer service.
• Closely align with other leaders in the organization and execute on OKR's (objectives and metrics) to measure the overall team's success.
• Develop and execute on strategy for continuous improvement of our Support Team SLAs.
• Work closely with Premiere and Strategic Customers via call, email, video conferences and thereby creating relationships while providing exceptional customer support.
• Create and maintain Key CX Metrics ( NPS ,Resolution, CSAT ).
• Initial point of contact (POC) for the cross functional teams like Product,Engineering, Sales, Account.
• Work closely with development and QA engineering on case escalations, providing step-by-step processes to diagnose of the issues and validate technical problems.
• Responsible for writing technical content which includes Fivetran Documentation,
• SOP's, KB Articles.
• Leading KCS implementation in APAC. As a KCS Coach training the team members to be able to write solid Knowledge base Articles that act as references for CSE team members and the customers
• Hiring the new team members and training them. Manage and Execute Training & Development.

Sep 2017 – Sep 2018 · 1 yr

• Responsible for handling customer cases in Salesforce and Zendesk platform. Resolve any Production/ - Data integrity issues within the given SLA's. Mentored a team of 3 members on the Functional side to help them to be successful in their current role.
• Increased Customer feedback on cases thereby contributing to CSAT and Team's contribution on NPS to 80%.
• Documenting Knowledge Base articles that act as references for CSE team members and the customers
• Providing root cause analysis, detecting bugs and reporting them to the Engineering team and planning their delivery using impact analysis.
• Providing RCA and workaround for the issues in production and participating in source code change for the recurring problems.
• Document and Escalate cases as and when needed
• Responding to custom and standard integrations cases related to Fivetran Reporting and Web Services API’s (using Curl and GET calls)
• Performed team member’s assessment help them upskill the product knowledge and add more value to the company

Jan 2014 – Aug 2017 · 3 yrs 7 mos · Bangalore

• Responsible for responding to and resolving complex customer problems via phone, email and remote access.
• Follows standard practices and procedures in analysing situations or data from which answers can be readily obtained.
• Actively participate in some or all phases of the software development and maintenance cycle.
• Working on customer-based problems dealing with both the Escalation Team as well Development on reproducing and researching customers’ issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing.
• Publish articles in our in-house knowledgebase.
• Achieve and maintain targeted KPA’s such as number of incidents resolved, average days to resolve, KB’s published etc. along with other established goals.
• Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.
• Ability to work on multiple issues and prioritize work accordingly to business processes.
• An excellent customer service attitude and the ability to interact with customers in a professional manner are required
• Ability to follow directions and be self-motivated
• Experience in doing Technical Support for applications.
• Good understanding of MS SQL Server, T-SQL.
• Experience in working with Windows Operating system – particularly Windows installation, Log file analysis, Windows config files, EventViewer files
• Basic Networking knowledge about workings of a Switch, Router and VLANs concepts.
• Commit to continuous knowledge transfer with Technical Support Analysts to increase their technical expertise and to improve incident repair time