Anoop Kurian Mathew
Bengaluru
Summary
Senior Customer Support Specialist with extensive experience in Identity, Integrations, Devices, and IT enablement in SaaS environments. Demonstrated ability to resolve complex technical issues while collaborating with cross-functional teams, resulting in high customer satisfaction ratings. Proficient in MDM concepts, third-party integrations, API troubleshooting, and providing enterprise support across APAC and AMER regions. Currently pursuing transition to IT Implementation Specialist role, emphasizing customer onboarding and scalable IT processes.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Specialist (Identity & Int
Rippling
Bengaluru
01.2025 - Current
- Acted as subject matter expert for Identity & Integrations, addressing authentication and provisioning issues for enterprise customers.
- Collaborated with Devices team during APAC shifts to ensure effective device provisioning and inventory management for AMER and global clients.
- Supported MDM workflows, resolving device enrollment dependencies and access policy issues.
- Managed social media escalations, delivering timely resolutions through thorough investigation and clear communication.
- Troubleshot third-party integrations, including Slack and Google Workspace, identifying and resolving configuration and sync issues.
- Utilized API tools like Rippling Developer tool to validate integrations and debug data flow problems.
- Enhanced Rippling Agent Knowledge by refining documentation and improving support processes.
- Provided detailed issue reports via Jira, collaborating with Product and Engineering teams on complex cases.
Application Support Specialist
Rippling
08.2023 - 12.2024
- Enhanced application functionality by diagnosing and resolving software issues.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Developed comprehensive user guides and training materials to facilitate successful application adoption.
- Collaborated with cross-functional teams to identify and implement system improvements, resulting in enhanced user experience.
- Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
- Mentored junior team members, contributing to their professional growth and overall team success.
- Ensured seamless application updates by coordinating with developers during release cycles, minimizing user impact.
- Optimized system performance by recommending hardware upgrades or configuration adjustments based on usage patterns and load testing results.
- Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
- Played a key role in major system migrations by providing hands-on technical assistance throughout the planning and execution phases.
- Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, and training sessions.
- Diagnosed and troubleshot hardware, software, and network issues.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Accommodated delivery challenges specific to the SaaS delivery environment
- Provided support in constructing relationships within the customer base to provide opportunities for expansion and growth.
- Provided updated patches for operating systems and system configuration to improve efficiency.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 40%.
Assistant Manager Customer Success
Think and Learn Private Limited (BYJU'S)
07.2019 - 07.2023
- Joined as a Customer Success Specialist in July 2019- answering inbound calls related to Technical issue, Finance and Logistics
- Maintaining average Handling Time as per the KRA with the First Time Resolution (FTR)
- Work on Pilot programs, updating the students and parent the new launched applications with add-on features making their work easier on the Byju's Premium Application for the better understanding and learning
- Involved in problem solving, Empathizing, following-up on complicated issues, achieving service recovery (D-Sat), working on improving NPS feedback Survey (C-Sat)
- Promoted as a Senior Technical Support Specialist in January 2020
- Resolving the Tickets within a given TAT
- Work on Fresh desk and Java Script
- User Support (Platform: UXOS)
- Chat support Engineer
- Updating complete daily /weekly/monthly report (MIS) to the management
- Take the complete ownership of post-sales lifecycle management
- Driving the Team peers to work on Daily KRA's
- Handling escalation calls, based on Customer requirements
- Work on NPS, ensuring the best customer support; looking after D-Sat escalations and working on feedback recovery
- Executing KPI's by ensuring service quality and performing regular audit and also exporting daily MIS-Dump for analysis
- Promoted as Assistant Manager(L3 Team) in January 2021
- Supervise daily operations of mentoring teams with level 1 and level 2 processes
- Work closely with General Manager to work on ideas for process improvements to enhance the process efficiency, quality and customer experience
- Keeping open communication with different stakeholders and maintaining the SOP
- Build sustainable relationships with team members through open and interactive communication
- Introduced training programs for freshers and PIP employees to enhance performance and helped build a motivated workforce
- Ensured employees complied with company policies and procedures
- Conducted weekly meetings to communicate issues and weekly goals, answering and resolving employee questions or concerns.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Education
BBA -
Garden City College of Science And Management, Bangalore
Bengaluru01.2019
12th -
National Institute of Open Schooling, Kerala
Kottayam01.2016
SSLC 10th -
National Institute of Open Schooling, Kerala
Kottayam01.2014
Skills
- Identity and access management
- Device lifecycle support
- SaaS integrations
- API testing and troubleshooting
- Authentication support
- Application support
- Device provisioning
- Cross-functional collaboration
- Process improvement
- Time management
- Email communication
- Social media support
- Incident management with Jira
- IT enablement and training
- Technical documentation and knowledge management
- Root cause analysis and troubleshooting
- Customer communication and stakeholder management
Languages
- English
- Malayalam
- Hindi
- Tamil
Timeline
Senior Customer Support Specialist (Identity & Int
Rippling
01.2025 - Current
Application Support Specialist
Rippling
08.2023 - 12.2024
Assistant Manager Customer Success
Think and Learn Private Limited (BYJU'S)
07.2019 - 07.2023
BBA -
Garden City College of Science And Management, Bangalore
12th -
National Institute of Open Schooling, Kerala
SSLC 10th -
National Institute of Open Schooling, Kerala