Harsh Kushwaaha 🇮🇳 — Data Scientist

• Supported Office Core products including Excel, Word, PowerPoint, OneNote, Access, Visio, and Project. • Led training initiatives to enhance support staff capabilities and addressed skill gaps. • Managed and resolved over 600 incidents, maintaining customer satisfaction with a 4.75/5 Net Promoter Score. • Implementing continuous improvement plans by investigating incident trends and addressing negative customer feedback. • Driving customer-obsession behaviors within the team by providing guidance on cases, including necessary resources (tools/POCs), resulting in customer trust and achieving healthy Customer and Partner Experience (CPE). • Performing incident management duties, including assignment, filtering for the right queue, and ensuring incidents are prioritized appropriately. • Collaborating with engineering groups, project managers, and developers to bridge gaps between support and product teams, driving higher business results across the organization. • Managing customer escalations, reviewing aged, idle, and technically challenging incidents for faster resolution. • Solving complex and technically challenging cases for the team, prioritizing hot fix escalations, and evaluating customer requirements to achieve desired delivery times and outcomes. • Addressing Office deployment and activation issues by following best practices and acting as the final point of contact for support requests. • Key deliverables in this role include checking the health of incidents, reviewing, clearing technical roadblocks, escalating to the right support group, triaging, and providing solutions as part of routine activities. • Contributed to incident management and assignment duties, ensuring effective prioritization and resolution.

Stackforce AI infers this person is a Technical Support Specialist in the SaaS industry with strong data analysis capabilities.

Location: Gurugram, Haryana, India

Experience: 4 yrs 5 mos