Dynamic Technical Support Team Lead with over 8 years of experience in optimizing customer service and support operations. Skilled in strategic planning and CRM management to improve customer satisfaction and retention. Proven leader with expertise in cross-functional collaboration and process development. Dedicated to driving team success and enhancing client relationships.
Overview
9
9
years of professional experience
Work History
Technical Support Team Lead
Proseon Technologies Pvt Ltd.
Vadodara
01.2021 - Current
Led cross-functional coordination across support, sales, marketing, QA, and development teams, owning end-to-end internal coordination and user issue resolution.
Mentored and trained junior staff on user handling and sales processes; conducted interviews, and helped to draft job descriptions for new hires.
Managed feedback loops through CRM updates, lead quality reviews, and renewal reporting, ensuring visibility and timely escalations to supervisors.
Delivered personalized customer experiences via custom trials, training sessions, subscription flexibility, and empathetic issue resolution.
Designed and optimized client communications: emails, feedback surveys, and YouTube content; supported social media engagement, and community-building initiatives.
Contributed actively to internal strategy discussions, offering process improvements, aligning with marketing teams, and improving retention and renewal outcomes.
Collaborated with QA to replicate bugs filed in JIRA, assisted developers with issue logs, and helped organize user meetups, and revenue performance reviews.
Represented the company at trading expos and client-facing events; engaged with external auditors, and contributed to high-level discussions on business strategy, partnerships, and payment gateway management, and compliance operations.
Sr. Technical Support Executive
Proseon Technologies Pvt Ltd.
Vadodara
01.2020 - 12.2020
Resolved problems, improved operations, and provided efficient and exceptional service by handling challenging situations with ease.
Participated in team-building activities to enhance working relationships.
Delivered training sessions on company software for new users.
Guided new support representatives in troubleshooting methods, and analyzed operational data to drive planning and decision-making.
Testing software before and after release, reporting bugs in a proper manner using JIRA with all needful details, which helps the development team to reproduce and fix those issues.
Technical Support Executive
Proseon Technologies Pvt Ltd.
Vadodara
01.2018 - 12.2019
Working as the first point of contact for clients in a SAS company with a subscription-based business model.
Managed the customer contact center with support representatives for B2B and B2C.
Giving demonstrations of products to new users (pre-sales demos), which helps in getting new clients on board.
Evaluating the quality of leads and giving feedback to the concerned teams for the same.
Helping customers customize software based on their requirements for ease of use.
Retained existing clients by educating prospects on the benefits of products and services in comparison to competitors and extending high-quality and efficient support service.
Technical Support Executive
Karvy Data Management Services (Airtel)
Vadodara
09.2016 - 11.2017
Ensured prompt resolution of support tickets within SLA, and managed escalations as required.
Provided technical guidance on product purchases based on the needs of the client. Guided users on best practices for applications related to supported services.
Monitored ticketing system for requests to resolve issues efficiently.
Assisted customers in troubleshooting network connectivity across various devices.
Developed strong customer relationships through effective communication and problem-solving. Analyzed user feedback from surveys to identify areas for service improvement.
Maintained compliance with company quality standards during technical support delivery.
Education
Bachelor of Engineering - Electronics And Communications
Babaria Institute of Technology
Vadodara
03.2016
Skills
Effective communication
Cross-functional team coordination
Product Proficiency
Incident and escalation handling
Customer relationship management
Technical troubleshooting and diagnostics
Conflict resolution
Remote support
Customer success
Training and development
Quality assurance
Process improvement
Data-driven decision making
Risk assessment and management
Team leadership and mentoring
Audit and compliance support
Strategic planning
Languages
English
First Language
Hindi
Advanced (C1)
C1
Gujarati
Advanced (C1)
C1
Timeline
Technical Support Team Lead
Proseon Technologies Pvt Ltd.
01.2021 - Current
Sr. Technical Support Executive
Proseon Technologies Pvt Ltd.
01.2020 - 12.2020
Technical Support Executive
Proseon Technologies Pvt Ltd.
01.2018 - 12.2019
Technical Support Executive
Karvy Data Management Services (Airtel)
09.2016 - 11.2017
Bachelor of Engineering - Electronics And Communications