Amit Mane
Pune
Summary
Technical Support Specialist with over 3 years of experience in SaaS technical support, consistently delivering high-quality service in remote environments. Achieved a 95% resolution rate for complex API and technical queries while utilizing CRM systems like Salesforce and HubSpot to improve customer satisfaction. Proficient in help desk tools such as ServiceNow and ZenDesk, with a strong focus on clear communication and cross-functional collaboration to enhance processes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Associate Support Engineer
Mindpool Technologies
Pune
06.2023 - 03.2025
- Resolved 95% of technical queries for global B2B SaaS clients via email, chat, and phone, ensuring high customer satisfaction.
- Troubleshot complex API and authentication issues, guiding users through features with clarity and empathy, enhancing SaaS platform support.
- Monitored system performance using AppDynamics and LogicMonitor, implementing proactive alerts that reduced downtime by 30%.
Technical Support Engineer
Biyani Technologies
Kolhapur
07.2021 - 11.2021
- Resolved technical issues using ticketing tools, ensuring prompt solutions and enhanced customer satisfaction.
- Developed technical content and led training sessions, boosting internal team proficiency by 40%.
Education
Master of Computer Applications (MCA) -
Bharati Vidyapeeth
06-2023
Bachelor of Science -
Shivaji University
Karad06-2020
Skills
- API troubleshooting
- System monitoring
- Technical documentation
- Customer support and service
- SaaS platform management
- Ticketing systems
- Technical support
- Proactive alerting
- Client communication
- Documentation creation
Accomplishments
- High Resolution Rate Achieved 95% resolution rate for B2B SaaS client technical queries.
- Downtime Reduction Reduced system downtime by 30% through proactive alerting mecha nisms.
Certification
- Basic Hardware and Networking
Languages
Hindi
First Language
English
Proficient (C2)
C2
INTERESTS
- Singing
Timeline
Associate Support Engineer
Mindpool Technologies
06.2023 - 03.2025
Technical Support Engineer
Biyani Technologies
07.2021 - 11.2021
Master of Computer Applications (MCA) -
Bharati Vidyapeeth
Bachelor of Science -
Shivaji University
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