FATHIMA SUHAIRA P
Ernakulam
Summary
Customer Success and Application Support professional with over 6 years of experience in SaaS environments. Specializes in technical configuration, customer onboarding, and process documentation to enhance product adoption. Demonstrated analytical problem-solving skills and adaptability to meet changing customer needs. Successfully managed ticket lifecycles and delivered effective training sessions.
Overview
11
11
years of professional experience
Work History
Customer Support / Application Support Associate
Exactus Systems DMCC
Cochin
01.2019 - Current
- Supported and onboarded customers for a SaaS-based Warehouse and Supply Chain Management System.
- Provided prompt product support via email, instant messaging, and on-call assistance.
- Configured system settings, user roles, permissions, and workflows based on customer needs.
- Troubleshot setup, configuration, and integration issues across system modules.
- Managed end-to-end ticket lifecycle, ensuring timely resolution and clear communication.
- Conducted customer and internal training sessions.
- Created and maintained support and configuration documentation.
- Performed manual testing to validate product features and fixes.
- Handles HR & admin from 2019 to 2021
HR Assistant
01.2015 - 12.2018
- Supported onboarding activities, maintained records, and assisted with reporting and documentation.
Education
Diploma - Electronics & Communication Engineering
Govt. Women’s Polytechnic College
Kottakkal01.2014
Skills
- Customer Success
- System configuration
- Documentation management
- Customer onboarding
- Manual testing
- Customer relationship management
- Product training
- SaaS application knowledge
- Time management
- Effective communication
- Attention to detail
- Team collaboration
- Customer support
- Ticket management
- User training
- Escalation handling
- System integrations
Timeline
Customer Support / Application Support Associate
Exactus Systems DMCC
01.2019 - Current
HR Assistant
01.2015 - 12.2018
Diploma - Electronics & Communication Engineering
Govt. Women’s Polytechnic College