Oct 2022 – May 2023 · 7 mos · Bengaluru, Karnataka, India · Remote

Feb 2021 – Oct 2022 · 1 yr 8 mos

May 2020 – Feb 2021 · 9 mos

• Lead Technical Support Specialist.
• Empathy for customers, do whatever it takes to resolve the customer concerns.
• Answer the user queries and mentor the support team, monitor support tickets queue.
• Take ownership of escalations until resolution.
• Maintain track of SLA, attempt to convert DSAT to CSAT ( Negative feedback to positive one ).
• Work with cross functional teams to drive the best customer experience.
• Zendesk CRM Administration.
• Understand and derive product usage trend analysis.
• Troubleshoot web app, log analysis using the tools and SQL and use APIs to minimize the manual efforts.
• Help the customer to Onboard the platform ( US, EMEA region customers ).
• Eescalate to engineering with logs, help QA and engineering for sanity test, update the help documents with new learnings.

Nov 2018 – Apr 2020 · 1 yr 5 mos · Pune, Maharashtra, India

• Customer Success Engineer.
• Answer learner and admin ( users of the product ) queries about product questions and mentor Level 1 support team, monitor support tickets queue.
• Help the customer to Onboard the platform ( USA, EMEA, APAC ).
• Take ownership of escalations until resolution.
• Understand and derive product usage trend analysis.
• Work with cross functional teams to drive the best customer experience.
• Maintain track of SLA, attempt to convert DSAT to CSAT
• ( Negative feedback to positive one ).
• Troubleshoot web and mobile apps, debug network and java logs, escalate to engineering with logs, help QA and engineering for sanity test, update the help documents with new learnings.
• Completely automate multiple reports using cronjobs and wrote custom scripts using Python, JSON, API, Basic Java, SQL.
• Perform Salesforce, OKTA and Google Integrations for User Sync and SSO setup.
• Work with the product team on improvement areas

May 2018 – Nov 2018 · 6 mos · Pune Area, India

• L1 & L2 Technical Support, Scripting, Automation, Get the job done role.
• Technical Support Analyst.
• Worked as a Technical Support Engineer ( L1, L2 and L3 level + Automation + Data Science ).
• Automated many monotonous work, reducing the manual work, built 2 3 internal tools for everyone’s use, reduced 30 days work to 5 hours via automation ( Google Maps API + Shell Script + Custom
• Android App created in Java ).
• Initiated and took ownership of multiple technical tasks resulting in saving more than 2 million rupees ( 27,000 USD ).
• Proactively reached out to the customers and understand their concerns and feedback considering their product usage ( Built this product from scratch with the help of Python and SQL which runs on
• monthly basis giving insights ).
• Revamped FreshDesk support channel to get insights about product
• bugs/product queries related trends.
• Automated reports being sent to CXO designated people.

Apr 2017 – May 2018 · 1 yr 1 mo · Pune Area, India

• Servicing L1 and some L2 level tickets for America, EMEIA, ASEAN, APAC geo regions on rotational shifts basis ​( FreshDesk and JIRA ticketing tools ).
• Keeping track of SLA’s.
• Communicating with the clients through Calls/Chat/Emails and understand their concerns and help them to identify and use cases of the Product.
• Taking ownerships of escalations on weekdays and during the weekends ( On demand call ) as well, following up with the internal stakeholders to address the issue.
• Troubleshooting the clients Mac/Windows system to diagnose and resolve the issue with remote sessions. Constantly monitoring the ticket queues and make sure that my team receives more awesome feedbacks
• ( Increasing the customer satisfaction level with addressing the issues ).
• Creating and maintaining manual and documentations for knowledge base.
• Training the new joinees on the products and help them to understand the standard operating procedure ( Managing a team of 3 members ).
• Working with the testing team to test the beta releases.
• Creating, maintaining and presenting the weekly escalations reports to the team and the CEO.
• Setting up the FreshDesk / Canned responses / Chat Shorthands / Account setup.