FEHMAN ALI
Bangalore
Overview
4
4
years of professional experience
Work History
Product Support Analyst-QuickBooks
Intuit
Bangalore
10.2023 - 10.2025
- Deliver comprehensive technical and functional support for QuickBooks Online and Desktop (including Mac versions) to small and mid-sized business clients across the U.S.
- Provide step by step troubleshooting for installation product configuration data synchronization and version upgrades through Right Networks and remote desktop tools.
- Manage an average of 15-20 customer tickets daily resolving over 350+ monthly issues within SLA timelines ensuring uninterrupted business operations.
- Assist customers in subscription management product renewals and upgrade guidance tailoring recommendations to their accounting and business requirements.
- Document recurring issues and share detailed insights with the product and engineering teams to improve stability and reduce repeat cases.
- Maintain 95%+ SLA compliance while improving customer satisfaction (CSAT) scores through communication clarity in explanations and proactive follow ups.
- Monitored call quality and CRM workflow compliance for insurance process clients, ensuring adherence to client defined KPIs and regulatory standards.
- Audited daily call recordings emails and CRM updates to identify policy mismatches incorrect data entries and customer handling deviations.
- Maintained and analysed quality dashboards and creating performance reports helping the operations team address gaps in real time.
- Partnered with team leads and trainers for structured feedback loops that improved agent quality scores and overall team productivity.
Application Support Engineer
Flatworld Solutions
03.2022 - 09.2023
- Provided end-to-end application and platform support for The Motley Fool stock market platform catering to global users and investors.
- Diagnosed and resolved complex issues related to data feed logins user sessions and backend data discrepancies ensuring platform stability and high data accuracy.
- Utilized remote tools and analytical troubleshooting methods to minimize downtime and ensure continuous service delivery for premium users.
- Collaborated with development and QA teams through Slack and internal ticketing systems to escalate track and resolve critical application bugs.
- Creating weekly performance and issue reports summarizing technical findings trends and user feedback which helped prioritize fixes in upcoming releases.
- Participated in knowledge sharing sessions and helped train new support engineers on product workflows and standard troubleshooting procedures.
Quality Analyst
Taurus BPO Services India LLP
08.2021 - 02.2022
Education
BE - Mechanical Engineering
Rajiv Gandhi College of Engg, & Tech
Skills
- Application & Product Support (SaaS)
- Remote Troubleshooting
- Ticketing Systems
- CRM Tools
- Windows & Mac Network Configuration
- OS
- VPN
- Client Communication
- Escalation Handling
- Slack Collaboration
- Process Documentation
- Customer-Centric Mindset
- Problem Solving
- Adaptability
- Learning Agility
- Collaboration
- Teamwork
Languages
English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Tamil
Intermediate (B1)
Summary
Application & Product Support Specialist with experience in SaaS and financial software. Skilled in diagnosing complex platform and data issues, minimizing downtime, and collaborating with development and QA teams to resolve critical bugs. Delivered technical support for QuickBooks Online and Desktop, handling 15–20 tickets daily and 350+ monthly cases with 95%+ SLA compliance and improved CSAT through clear communication and proactive follow-up. Experienced in creating performance reports, contributing to product improvements, and maintaining strong documentation and workflow practices to enhance team productivity and platform stability.
Timeline
Product Support Analyst-QuickBooks
Intuit
10.2023 - 10.2025
Application Support Engineer
Flatworld Solutions
03.2022 - 09.2023
Quality Analyst
Taurus BPO Services India LLP
08.2021 - 02.2022
BE - Mechanical Engineering
Rajiv Gandhi College of Engg, & Tech