Amit Bhojak

• Provided tiered support to enterprise clients using Xactly’s Incentive Compensation Management (ICM) platform, including core products: Xactly Incent, Xactly Connect, and Xactly Analytics.
• Resolved client-reported issues via the Salesforce ticketing system, specializing in troubleshooting complex compensation calculation discrepancies by analyzing calculation logs and plan configurations.
• Diagnosed and resolved ETL-related issues in Xactly Connect by reviewing data pipelines and writing/optimizing XSQL scripts to ensure accurate data integration and transformation.
• Supported clients in building and troubleshooting custom reports and dashboards within Xactly Analytics , leveraging an Oracle database backend for data extraction and analysis.
• Played a key role in development and maintenance of custom solutions using Xactly Extend , utilizing SQL and integration tools to meet client-specific requirements.
• Acted as a Subject Matter Expert (SME) for internal teams, providing guidance and escalation support for high-priority client issues across all supported platforms.
• Collaborated cross-functionally with engineering, product, and professional services teams to drive timely resolution and enhance product usability.

Key Technologies: Xactly Incent, Xactly Connect, Xactly Extend, Xactly Analytics, XSQL, Oracle DB, Salesforce (ticketing system).

• Appraised business processes and streamlined operations by addressing customer inquiries via email, chat, and web.
• Maintained extensive product knowledge to deliver accurate information and recommendations to customers.
• Utilized problem-solving skills to resolve customer concerns and implement creative solutions.
• Collaborated with internal teams to address complex customer issues, escalating when necessary.
• Trained new customer service representatives to equip them with essential skills for success.
• Supervised escalations and appeals while providing backup support for team members.
• Ensured high customer satisfaction ratings through effective communication and issue resolution.