Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Software
Playing Cricket and Travelling
Timeline
Generic

Debjyoti Raha

Product Support Specialist Level 3
Kolkata

Summary

Dynamic and detail-oriented support professional recognized for a positive and approachable demeanor. Exceptional communication skills and a proven track record in managing diverse and challenging requirements, including handling escalations and complex queries in a 24/7 environment. Committed to continuous learning and embracing new challenges while consistently delivering results within tight deadlines. A strong passion for excellence enhances team performance and customer satisfaction.

Overview

10
10
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Support Specialist 3

Vimeo Inc
Bengaluru
08.2021 - Current
  • Handling high-level and social media escalations.
  • Performing QA calibrations.
  • Creating and filing JIRA tickets.
  • Developing help center documentation and articles.
  • Managing chargebacks and critical transaction-related queries.
  • Communicating with vendors like Chase and Vindicia for refunds and transaction issues.
  • Assisting customers across multiple verticals: billing, video troubleshooting, livestream studio, and enterprise clients.
  • Processing enterprise invoices via Zuora.
  • Acted as a dedicated Enterprise Support Specialist for large events.
  • Developing training modules and assisting in new product launches.
  • Assisting managers with high-level escalations.
  • Providing training to new hires.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Participation in product launches and testing.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.

Senior ITES Executive

Imerit Inc
Kolkata
02.2017 - 07.2021
  • Resolved customer issues and escalations via Salesforce and NetDimension.
  • Supervised more than 10-member team for different projects, ensuring quality standards.
  • Handled data annotation projects.
  • Addressed team queries, and maintained process accuracy.
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.
  • Established long-term client relationships through consistent delivery of high-quality products and services.
  • Prepared annual data to determine metrics for operational performance.

Process Associate

Tata Consultancy Services
Kolkata
06.2015 - 07.2016
  • Managed billing for Southern Water customers using SAP and CRM.
  • Processed meter installations and removals via SAP.
  • Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
  • Participated in regular team meetings, contributing valuable insights toward process enhancements.
  • Handled high volumes of incoming work requests professionally while maintaining excellent organization.
  • Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
  • Maintained high levels of data confidentiality through adherence to company policies and procedures.

Education

BBA - Hospitality Management

West Bengal University of Technology
Kolkata
06.2015

Skills

  • Customer Support

  • Customer Success Management

  • Data Annotation

  • Escalation Handling

  • MS Office

  • Advanced Excel

  • Quality Management

  • Stakeholder Management

  • Team Handling & Leadership

  • Shift Leading

  • Email Expertise

  • Excellent Communication Skills

Ticket management

Remote support

Customer relationship management

Websites

Certification

Lean Six Sigma Green Belt – KPMG

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of Zuora in the development of Backstage.
  • Supervised team of 10+ staff members.

Software

JIRA

SAP

Zuora

Chase by JP Morgan

Playing Cricket and Travelling

Participated in Inter school cricket tournament for consecutive years


Timeline

Support Specialist 3

Vimeo Inc
08.2021 - Current

Senior ITES Executive

Imerit Inc
02.2017 - 07.2021

Process Associate

Tata Consultancy Services
06.2015 - 07.2016

BBA - Hospitality Management

West Bengal University of Technology

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Debjyoti RahaProduct Support Specialist Level 3