Ganesh Kushalappa M
Product Support Specialist
Bangalore
Summary
Astute and customer-focused Product Support Specialist with 4 years of comprehensive experience exceptional technical support, auditing support calls, and managing databases. Proven track record in troubleshooting complex issues, delivering timely resolutions, and enhancing customer satisfaction. Seeking to leverage expertise in product analyst role.
Overview
4
4
years of professional experience
Work History
Product Support Specialist
Anthology International Private Limited
11.2022 - Current
- Provide Tier 1 and Tier 2 technical support for a suite of software products, resolving issues via phone, email, and live chat.
- Audit support calls to ensure quality and adherence to company policies, providing feedback and coaching to team members to enhance performance.
- Assisted in the implementation and configuration of database systems, ensuring optimal performance and security.
- Collaborate with the development team to identify, report, and resolve software bugs and system issues.
- Conduct training sessions for new hires and existing staff on product features and support protocols.
- Develop and update support documentation, including FAQs, troubleshooting guides, and user manuals.
- Achieved a 95% customer satisfaction rating by consistently delivering effective solutions and maintaining a customer-first approach.
Senior Support Analyst
Anthology International Private Limited
11.2021 - 11.2022
- Conducted comprehensive software testing to identify bugs and recommend improvements, increasing overall system performance.
- Maintain and manage customer databases, ensuring data accuracy and integrity.
- Reduced average resolution time by 20% through process improvements and proactive issue management.
- Collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
Associate Support Analyst
Anthology International Private Limited
08.2020 - 11.2021
- Provided first-level support to customers, addressing inquiries and resolving issues related to software products.
- Conducted follow-up calls and surveys to gauge customer satisfaction and gather feedback for service improvements.
- Assisted in the development of support call scripts and training materials for the customer service team.
- Analyzed support call data to identify trends and recurring issues, providing insights for product development teams.
Junior Associate Support Analyst
Campus Management International (Anthology Inc)
03.2020 - 08.2020
- Collaborated across departments for unified approach towards achieving company objectives.
- Enhanced departmental communication by creating and maintaining centralized database for important information.
- Strengthened collaborative efforts among teammates by facilitating open dialogues during group discussions.
- Ensured timely completion of tasks through diligent monitoring of deadlines and effective coordination between team members.
Education
Bachelor of Engineering - Computer Science
Bangalore Technological Institute
Bangalore 04.2001 -
Pre University College - PCMB
St. Joseph Pre University College
Bengaluru, India 04.2001 -
High School Diploma -
VIP High School
Bangalore 04.2001 -
Skills
Enthusiastic
Discipline
Dedicated
Excellent leadership quality
Good coordinator
Application support
System Administration
Escalation management
Incident Management
Issue Reporting
Remote Support
Knowledge Base Maintenance
Service Desk Operations
Online Chat Support
Call Management
Help Desk Support
Documentation Development
Customer Service
User Training
User Support
Relationship Building
Professionalism
Database Management
Problem-Solving
Multitasking Abilities
Problem-solving abilities
Issue and Resolution Tracking
Accomplishments
- Recognized for exceptional technical expertise and awarded "Top Support Specialist" in 2024 for exemplary service and dedication.
- Expert in database management and troubleshooting (SQL, NoSQL)
- Proficient in auditing support calls and providing actionable feedback
- Strong customer service and communication skills
- Excellent problem-solving and analytical abilities
- Experience with ticketing systems (Service desk)
- Familiarity with software development and deployment processes
- Ability to train and mentor junior support staff
- Personal Strengths:
1. Quick learner
2. Elegant team player
3. Smart worker
Declaration
I do hereby declare that above particulars of information and facts stated are true, correct and complete to the best of my knowledge and belief.
Timeline
Product Support Specialist
Anthology International Private Limited
11.2022 - Current
Senior Support Analyst
Anthology International Private Limited
11.2021 - 11.2022
Associate Support Analyst
Anthology International Private Limited
08.2020 - 11.2021
Junior Associate Support Analyst
Campus Management International (Anthology Inc)
03.2020 - 08.2020
Bachelor of Engineering - Computer Science
Bangalore Technological Institute
04.2001 -
Pre University College - PCMB
St. Joseph Pre University College
04.2001 -
High School Diploma -
VIP High School
04.2001 -