Amit Raj
customer support.
Noida
Summary
Highly skilled Technical Support Engineer with nearly 4 years of expertise in SQL, ERP, and SaaS-based products. Demonstrated ability to provide exceptional client support by diagnosing and resolving technical issues, ensuring seamless product functionality. Proven track record of delivering solutions that enhance user satisfaction and operational efficiency. Collaborative approach in working with cross-functional teams to implement process improvements and optimize support systems. Committed to driving organizational growth through technical expertise and customer-focused strategies. Passionate about taking on challenging roles to leverage problem-solving, troubleshooting, and client relationship management skills to contribute to the success and growth of the organization.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
High-level India Pvt Ltd
06.2024 - Current
- Experienced in providing customer support for SaaS-based platforms, assisting users with high-performance applications, and delivering exceptional service via chat and Zoom.
- Assist customers in navigating and resolving issues with SaaS applications.
- Provide real-time support via chat and Zoom for onboarding, troubleshooting, and product guidance.
- Identify and escalate technical issues to development teams as needed.
- Document customer interactions and maintain detailed support records.
- Collaborate with cross-functional teams to enhance customer experience.
- Educate customers on product features and best practices for maximizing value.
- Strong communication and interpersonal skills.
- Proficiency in SaaS tools and applications
- Expertise in delivering virtual support (Zoom, live chat).
- Problem-solving and technical troubleshooting.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analysing needs, evaluating possible resolutions and implementing best solutions, reducing STF by up to 20%.
- Created user accounts and assigned permissions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved over 350 client issues monthly related to SaaS products, reducing resolution time by 25%.
Intern
Be 10x
02.2024 - 09.2024
- Internship focusing on data analysis and AI tools
- Data analytics and interpretation using AI
- Interacting with AI tools for daily office tasks
- Proficient in Excel, MySQL, and Power BI for data analysis
- Conducting research and client work utilizing AI
Customer Support Engineer
Aptean India Pvt Ltd
06.2021 - 06.2024
- Technical support for ERP solutions
- Collaborated across the UK, Australia, and India for project requirements, enhancing project completion speed by 40% and a 30% increase in client retention.
- Explained complex technology-related issues in understandable terms to customers.
- Collaborated across the UK, Australia, USA and India for project requirements, enhancing project completion speed by 40%.
- Investigated code-related problems and coordinated with the RND team for effective resolutions.
- Participated in daily stand-ups, sprint planning, and retrospectives to ensure project delivery on time and within budget.
Education
BTech - Information Technology
World College of Technology and Management
06.2012
Skills
- CSS Proficiency
- ERP System Management
- Microsoft Excel Expertise
- Web Markup Proficiency
- Java Language Proficiency
- JavaScript Programming
- KPI Analysis
- Linux Proficiency
- MySQL Query Optimization
- postman
- Power BI Proficiency
- Salesforce CRM Experience
- Relational Database Proficiency
- Customer service excellence
Languages
Hindi
English
Personal Information
Title: Technical Support Engineer
Timeline
Customer Support Representative
High-level India Pvt Ltd
06.2024 - Current
Intern
Be 10x
02.2024 - 09.2024
Customer Support Engineer
Aptean India Pvt Ltd
06.2021 - 06.2024
BTech - Information Technology
World College of Technology and Management
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