Dheeraj Panwar

Operations Associate

Bengaluru, Karnataka, India9 yrs 7 mos experience

Most Likely To Switch

Key Highlights

8 years of SaaS support experience
Expert in API, SAML, and SCIM integrations
Proficient in JIRA, Salesforce, and Freshdesk

Stackforce AI infers this person is a SaaS support specialist with strong technical and leadership skills.

Contact

dheeraj.rambo0684@gmail.com LinkedIn

Skills

Core Skills

Technical SupportTeam LeadershipTeam ManagementClient OnboardingCustomer Satisfaction

Other Skills

ASP.NET CoreActive ListeningApplication Programming Interfaces (API)CommunicationCreative Problem SolvingCustomer ExperienceCustomer Facing RolesCustomer LoyaltyCustomer RetentionCustomer Satisfaction (CSAT)Customer SupportE-CommerceEscalation ProcessFront-end DevelopmentHTML

About

With nearly 8 years of experience in SaaS support, I bring a strong background in both B2C and B2B environments, specializing in customer communication, troubleshooting, and process improvement. I am an ITIL-certified support specialist and support lead | In my current role, I support various 3rd party application integrations (SAML, SCIM, and API), and REST API queries, and coordinate with cross-functional teams for solutions. My leadership roles, such as managing teams and creating KPIs at Shipsy, coupled with my technical expertise in API, SAML/SSO, and application debugging, make me a well-rounded candidate. Additionally, my proficiency in using tools like JIRA, Salesforce, Freshdesk, and Zendesk enhances my ability to deliver effective solutions.

Experience

9 yrs 7 mos

Total Experience

1 yr 4 mos

Average Tenure

2 yrs 11 mos

Current Experience

Accion labs

Team Lead (DAST Application Support), Principal Software Engineer

Jul 2023 – Present · 2 yrs 11 mos · Bengaluru, Karnataka, India · Hybrid

Working with international cybersecurity client, and assisting them with their concerns in a ticketing environment. Working on tools like JIRA, Salesforce, and Selenium script optimisation, Scan debugging, and API scan.

Marketing AnalyticsRoot CauseKey Performance IndicatorsTechnical SupportOAuthCustomer Facing Roles+17

Shipsy

Customer Support Manager

Feb 2023 – Jun 2023 · 4 mos · Gurugram, Haryana, India

As a Support Manager for Shipsy, an amazing logistics SaaS product, I oversee EXIM, Trasport Management System, and Finance modules. Managing the team in their daily ticket-solving process, creating KPIs, and SOPs for the team, and handling escalations consist the majority of my work.

Marketing AnalyticsRoot CauseKey Performance IndicatorsTechnical SupportOAuthApplication Programming Interfaces (API)+12

Rippling

3 roles

Senior Support Specialist - Identity & Applications

Promoted

Apr 2022 – Feb 2023 · 10 mos

This role asks me to upgrade my team in terms of quality and assist them in challenging environments, and employee training. I assist my team in re-swarming the queries and helping to build top-notch support.

Marketing AnalyticsKey Performance IndicatorsTechnical SupportOAuthClient OnboardingTriage+8

Support Specialist - Applications

Promoted

Aug 2021 – Apr 2022 · 8 mos

With this promotion, I became a Speciality in my domain, started assisting my team, and become a product expert for API, SAML, and SCIM integrations.

Marketing AnalyticsRoot CauseTechnical SupportIncident ResponseService StandardsCustomer Satisfaction+1

Support Associate - Applications

May 2021 – Aug 2021 · 3 mos

Being a part of the Apps support team, I took care of third-party integrations, SAML/SSO, API, and product-related queries. Along with this, I helped my team in the document process and pieces of training, creating JIRA's. This role required me to coordinate with the cross-functional teams.

Marketing AnalyticsRoot CauseTechnical SupportActive ListeningEscalation ProcessCustomer Satisfaction+1

Punchh

Application Analyst

Jun 2019 – May 2021 · 1 yr 11 mos · Jaipur, India

At Punchh, I am handling guest queries from the end-users of our clients, and assisting them with their questions and app issues via helpdesk tickets.
My routine job includes:
> Testing our in-house developed apps for bugs and against guest queries.
> Handling and Monitoring tickets, and report them across our cross-functional teams if needed.
> Documenting and helping in defining team workflows, SOP, and reports.
> Maintain case studies and assisting new team members.

Technical SupportClient OnboardingActive ListeningCustomer SatisfactionSolution-orientedCustomer Satisfaction (CSAT)

Achtung labs

Product Specialist

Jun 2018 – Apr 2019 · 10 mos · Jaipur

Achtung Labs, a web-hosting and development firm based out in Jaipur. I was taking care of our clients with their technical queries and wrote content for our in-house products as Indiapulse and Techby2.

Marketing AnalyticsTechnical SupportClient OnboardingCustomer SatisfactionSolution-orientedE-Commerce

Zopper

Product Consultant

Feb 2017 – Apr 2018 · 1 yr 2 mos · Jaipur

Zopper was the product, a SaaS based Restaurant loyalty, billing and CRM software developed by SolvyTech Solutions Private Limited. My role here was to assist and consult my clients with installation, campaign running and other technical issues along with Gap analysis and documenting the feedback and requirements.

Client OnboardingCustomer SatisfactionSolution-oriented

Teleperformance

Seller Support Associate

Jun 2016 – Feb 2017 · 8 mos · Greater Jaipur Area

Worked as an Amazon Seller-Support associate, where I assisted US sellers (North America and Canada) with their queries and concerns. It was a blended process the communication media were emails and calls.

Customer SatisfactionE-Commerce