Godfrey Simon Pillai
Bangalore
Summary
To work in a globally competitive environment on challenging projects/assignments that shall yield the twin benefits of job satisfaction and a steady pace of professional growth. To work in a challenging and creative environment using cutting-edge technologies where I could constantly learn and successfully deliver solutions to the problem. To be in a position in a result-oriented company that seeks an ambitious and career-conscious person acquired skills and education will be utilized towards continuous growth and advancement.
Experienced Support Specialist with a demonstrated history of working in the SAAS. Skilled in Trello, Jira, Salesforce, Power BI, SQL, Zendesk (Admin), and Confluence.
Overview
5
5
years of professional experience
Work History
Customer Support Engineer
INDIGRATORS SOLUTIONS PRIVATE LIMITED
06.2023 - Current
- The primary purpose of this role is to document, configure, plan, improve, implement, troubleshoot, and support visualfabriq business end users.
- I worked on incoming cases via Zendesk, responsible for working on developing, and implementing meticulously designed practice workflows, application builds, and resolve product-related issues by ensuring that the SLAs are always met.
- Providing Zendesk access to the New Organization and mapping it to the end users.
- Preparing Power BI reports for the stakeholders.
- Acted as the liaison between the Client Services and Client Success Teams to understand new customer demands for new product features and requirements.
- Independently lead client calls to interact with business users to understand new business requirements and enhancement requests and then translate business requirements into product-specific designs and configurations.
- Effectively documented and gathered information about all reported issues and escalated to relevant teams whenever required.
- Worked closely with other departments to ensure that all new product/solution-specific releases were of the highest quality.
- I was also responsible for responding to critical incidents by participating in bridge calls and on-call schedules, assisting Jr. Analysts and Analysts with client escalation calls.
- Key contributor in publishing various training documentation for visualfabriq.
- Key contributor in bi-weekly calls, Service review calls, and Ops board calls with the stakeholders.
- Effectively harnessed a suite of software tools, including Service Cloud, JIRA, Service Now, and SQL.
- Proactively initiated Jira tickets for escalations and closely collaborated with the development team to expedite issue resolutions.
Product Consultant Support
Zenoti Pvt Ltd
04.2022 - 04.2023
- Provided complete support for US clients (SaaS product)
- Served as the first point of contact for customers seeking technical assistance related to the SAAS platform over email, Chat, and fixing issues with stakeholders and superusers by Microsoft Teams.
- Collaborated with different teams, including Success, Account Management, and Product Management.
- Connecting with clients on Remote sessions through Teams to troubleshoot issues.
- Helping clients set up their payment processors: Adyen, Stripe, etc.
- Troubleshoot password reset issues, browser-related issues, App related issues.
- Account ownership, Upgrade, and handover.
- Supporting clients in setting up Credit Card Terminals, their Payment accounts, and other payment-related issues.
- Assisting them with backdating Invoices, raising Purchase Orders, or any issues related to procurement.
- Helping Client with the setup of Email/Text Campaigns to promote their business.
- Service Cloud application, JIRA, Intercom.
- Consult with customers to ensure their business operations run effectively.
- Worked on the ticketing system and handled the client-reported issues.
- Replicating the issues on the Stage site and working with the backend team to fix the issue.
- Helping clients in running campaigns, Discounts, and Promotions, via email, Text messages, and push notifications.
- Creating Jira tickets for the escalations and working with the development team in order to resolve the issue ASAP.
Sr Executive
PayPal Private Ltd
01.2022 - 01.2023
- Company Overview: E-Commerce
- Assisted customers over chats & e-mails.
- Account verification and ownership.
- Dispute, Limitations, E-cheques, Timeframe.
- Making regular follow up with clients for updates and other information.
- Took ownership of the company's social media pages actively and regularly.
- Worked on the Applications: Zendesk, Helpshift, CRM tool, and Pandora.
- Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints, Dispute and Limitations.
- E-Commerce
Product Support Analyst
Zenwork Pvt Ltd
12.2019 - 03.2022
- Provided complete support for compliance with cloud-based products.
- Assisted customers over chats & e-mails. Troubleshooting issues over screen share sessions.
- Hands-on experience with salesforce CRM. Knowledge of API integrations (With accounting software's Intuit QuickBooks.
- Being a product support not only assisted customers but also took responsibility & ownership of the company's products I've continuously reported suggestions, and errors to the management for more improvements.
- Websites & forms testing from all aspects coordinated with the development team.
- Continuous coordination with the development team for explanation & fixing issues.
- Service cloud applications, OMNI channel.
- Testing forms IRS website, Trellos, Compliance Administration, TIN match.
Senior E Service Associate
HI Power
01.2020 - 01.2022
- Handled customer queries through emails and chats and resolved their queries by performing end-to-end follow-up.
- Established contacts with different higher-level departments for resolution.
- Resolve product issues (customer complaints) by clarifying the customer complaint, determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution.
Education
B.Com -
C.S.I College Dharwad
Dharwad01.2013
PUC (COMMERCE) -
ST Joseph's PU College
Dharwad01.2009
S.S.L.C (MATRICULATION BOARD) -
ST Joseph's School Dharwad
Dharwad01.2007
Skills
- Windows XP
- Windows 7
- MS OFFICE
- MS EXCEL
- TALLY
- Salesforce
- Zendesk
- Helpshift
- CRM tool
- Pandora
- ZENworks University
- Compliance
- Software as a Service (SaaS)
Disclaimer
I hereby declare that all the information furnished is true to the best of my knowledge.
Personal Information
Date of Birth: 04/29/91
Eligible To Work In
India
Timeline
Customer Support Engineer
INDIGRATORS SOLUTIONS PRIVATE LIMITED
06.2023 - Current
Product Consultant Support
Zenoti Pvt Ltd
04.2022 - 04.2023
Sr Executive
PayPal Private Ltd
01.2022 - 01.2023
Senior E Service Associate
HI Power
01.2020 - 01.2022
Product Support Analyst
Zenwork Pvt Ltd
12.2019 - 03.2022
B.Com -
C.S.I College Dharwad
PUC (COMMERCE) -
ST Joseph's PU College
S.S.L.C (MATRICULATION BOARD) -
ST Joseph's School Dharwad
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