Divyam Kapoor
Moradabad
Summary
Highly curious and experienced support professional with 7 + years of experience in solving problems and contributing to building pioneering solutions. Proven ability to work cross-functionally across geographies, collaborating with both business teams (Marketing, Finance, and Sales) and technical teams (Front-end/back-end engineers, Designers, and Data Teams). Combining technical expertise with business acumen, I excel at identifying and resolving technical issues, enhancing customer satisfaction, and driving process improvements. My management training has equipped me with expertise in project and product management, strategic planning, and effective communication, enabling me to optimise workflows and deliver impactful results.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Lead Technical Support Engineer
Celigo
10.2023 - Current
- I am leading the comprehensive technical support and CX engineering for both Prebuilt and Integrator Platform.
- Led process improvements by developing and implementing standardized communication templates, significantly improving the response quality of the L3 team. Collaborated closely with high-priority customers to ensure timely issue resolution, enhancing trust and overall customer satisfaction.
- Implemented an AI chatbot for the CX team to perform basic issue analysis and retrieve similar past reported resolutions and troubleshooting from JIRA, Slack, and Zendesk, improving efficiency in identifying recurring issues. This has saved 265 hours/month for the CS team.
- Conceptualized and led the implementation of an AI bot as Product Manager for the leadership team, designed to summarize ticket details and work done on it. This has saved 90 hours/month for all the stakeholders to fetch any ticket summary.
- Enabled seamless collaboration with internal stakeholders, including developers, product managers, customer service management, and support leads, ensuring timely resolutions to customer issues.
- Proposed and implemented an optimized JIRA workflow, reducing manual interventions by 70% and improving reporting accuracy by introducing strategic status updates and new issue categories.
- Analyzed customer concerns, performed trend analysis, and delivered actionable insights for Prebuilt to inform and shape the product roadmap, driving customer-centric enhancements.
- Collaborated with the development team to enhance error management on the UI, enabling customers to resolve issues more quickly and efficiently.
- Developed a process to ensure that customer-facing documentation remains clear, concise, and up-to-date with the latest information on deprecations, known errors, issues, and limitations.
Senior Technical Support Specialist
Moveworks
02.2022 - 09.2023
- Provide support to Moveworks customers as they leverage the product to drive efficiencies and evolve their IT support.
- Boosted customer satisfaction (CSAT) and increased Net Promoter Score (NPS) for a B2B SaaS product by spearheading cross-functional teams, interviewing customers, addressing their pain points, and redesigning the product roadmap based on customer feedback.
- Identified the approaches towards self-service/automation/improvement of processes and upskilling which reduced 15%of recurring issue-related tickets.
- Created and implemented a technical support process at Moveworks, and assisted in hiring, process creation, and training of new hires.
- Improved the relationship with the Red Accounts which reduced the churn rate.
- Scaled the support team from 2 members to 9 members.
- Perform code changes using VS Code & publish pull requests in GitHub to fulfill customer requests.
Technical Support Engineer
Automation Anywhere
01.2020 - 01.2022
- Collaborated with RPA developers across the globe to provide seamless support service, and coding consultation via the RPA tool.
- Cut total Mean Time To Resolution (MTTR) from 48 hours to 22 hours.
- Mentored team in technology, standard practices, designing and implementing applications or products.
- Front-end troubleshooting skills and understanding of Network terminologies such as DNS, DHCP, usage of basic network troubleshooting commands, SSL, proxy, firewall and underlying network issues.
- Developed monthly statistical reports for the leadership team and quality improvement program.
- Well-versed with the concepts of APIs.
- Helped customers to perform migration of products, environment, and versions.
Application Support Engineer
Prime Focus Technologies
07.2017 - 12.2019
- Minimized the downtime window during deployment from 3 hours to 30 minutes using NGINX and CI/CD pipeline.
- Cut down the infra-related issues/outages to achieve 99.9% availability using NAGIOS alerts and shell scripts.
- Automated Daily backups for production using Jenkins.
- Enabled faster maintenance and application scalability through Docker containers.
Education
MBA - Business / Product Management
Indian Institute of Management , Indore
Indore, Madhya Pradesh 10.2022 - 10.2023
BTECH - Electronics and communication
DIT University
Dehradun, UttaraKhand 08.2013 - 05.2017
Skills
- Customer service
- Leadership and Teamwork
- Analytical Problem Solving
- Customer Relationship Management
- Account Management
- Root Cause Evaluation
- Agile Project Management
- Cross-functional Collaboration
- Analytical Thinking
- Collaborative Team Engagement
- Customer Escalation Handling
Operating Systems
- Windows
- Linux
- MAC
Certification
Certified ScrumMaster (CSM) - Scrum Alliance.
Accomplishments
Have been awarded Star Performer of the quarter for Q2 2024 and Q4 2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Software
Grafana
Splunk
SQL
Snowflake
Power BI
JIRA
Zendesk
Salesforce
Postman
GIT
HTML/CSS
Timeline
Lead Technical Support Engineer
Celigo
10.2023 - Current
MBA - Business / Product Management
Indian Institute of Management , Indore
10.2022 - 10.2023
Senior Technical Support Specialist
Moveworks
02.2022 - 09.2023
Technical Support Engineer
Automation Anywhere
01.2020 - 01.2022
Application Support Engineer
Prime Focus Technologies
07.2017 - 12.2019
BTECH - Electronics and communication
DIT University
08.2013 - 05.2017
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