Balachander D
Product Specialist
Chennai,TN
Summary
Passionate professional with 4 plus years of experience in cultivating strong customer relationships and improving satisfaction. Proficient in communication and problem-solving to boost customer loyalty. Excited to join a dynamic team and contribute to the company's growth. Dedicated to continuous learning and professional development.
Overview
4
4
years of professional experience
5
5
Languages
Work History
Product Specialist
Freshworks
07.2022 - Current
- Product expert: Understand customer requirements and use cases. Guide customers with implementation.
- Guide customers on new features. Ensure full utilization of product capabilities.
- Maintain a high CSAT percentage. Deliver exceptional customer experiences.
- Collaborate with the product team. Stay informed about new features and prioritize bugs.
- Collect and share customer feedback. Create feature requests to guide product development.
- Conduct product demonstrations for internal teams. Facilitate knowledge transfer and enhance customer experiences.
- Consistently meet monthly resolution targets. Maintain a 95% success rate.
- Work closely with third-party app support teams. Assist customers with integration processes.
- Conduct bug sessions to inform the team. Set accurate customer expectations without additional info.
- Manage API queries and configure webhooks. Ensure seamless integration and meet client needs.
- Assist customers with SSO configuration, like Azure AD using SAML. Provide guidance for secure and efficient integration.
SUPPORT ENGINEER
TATA CONSULTANCY SERVICES
08.2019 - 12.2021
- Production Support which involves monitoring the application which has production data.
- Escalating issues to L2/L3 via call and email. working with them
throughout the issue. - Once the issue gets resolved creating incidents on JIRA.
And also prioritize tickets and analyse the root cause of the issues. - Working with all internal teams communicating with respect job owner and completing the tasks within SLA timings
- Also handle support maintenance activities on weekends.
- Ensuring ticket volumes and data volumes of the applications are on track.
Education
Master of Business Administration - Marketing
Pondicherry University - Loyola College
Chennai, India 04.2001 -
Bachelor of Computer Applications -
VIT University
Vellore, India 04.2001 -
HSC -
ADARSH MATRIC HIGHER SECONDARY SCHOOL
Vaniyambadi 04.2001 -
SSLC -
ADARSH MATRIC HIGHER SECONDARY SCHOOL
Vaniyambadi 04.2001 -
Skills
Customer service expert
Customer Engagement
Product Training
Requirement Analysis
Presentation
Log Analysis
Team Collaboration
Documentation Development
Problem-solving abilities
Application support
Technical Troubleshooting
Training Mentorship
REST API
Timeline
Product Specialist
Freshworks
07.2022 - Current
SUPPORT ENGINEER
TATA CONSULTANCY SERVICES
08.2019 - 12.2021
Master of Business Administration - Marketing
Pondicherry University - Loyola College
04.2001 -
Bachelor of Computer Applications -
VIT University
04.2001 -
HSC -
ADARSH MATRIC HIGHER SECONDARY SCHOOL
04.2001 -
SSLC -
ADARSH MATRIC HIGHER SECONDARY SCHOOL
04.2001 -
Personal Information
- Date of Birth: 01/06/1999
- Nationality: INDIAN
- Marital Status: Unmarried
Interests
- Badminton.
- Reading books.
- Listening to Music.
- Participating in all sports activities.