Gurneet Bhatia
Indore
Summary
Experienced SaaS B2B professional with over 8 years of expertise in product support and customer success. Skilled in managing L2 and L1 support, enhancing customer satisfaction, and maintaining effective communication to drive retention. Adept at solving complex problems, adapting to fast-paced environments, and delivering tailored solutions for business growth.
Overview
7
7
years of professional experience
Work History
Senior Product Support Specialist (L2)
Webgility Technocrats PVT.LTD.
Indore
02.2021 - 01.2025
- Company Overview: This company is in IT SaaS, serving in the E-commerce Industry (B2B and B2C) in the US, Canada, UK, and EU.
- Was handling L2 tickets, cases, and escalations.
- Serving premium support customers.
- Escalating the issues to L3 or developers to help get the client issues fixed.
- The Webgility app offers a comprehensive suite of white-label marketing tools for agency owners in a single application.
- Managed the chat, email, and Zoom sessions to help customers multitask on all LOBs simultaneously while maintaining SLAs for premium support customers.
- Assigned to handle high-priority and paid customers after three months of service.
- Demonstrated expertise in designing and interpreting workflows and automations tailored to customer business needs.
- Investigating logs to decode the errors, and troubleshoot the issue further.
- Oversaw API integrations for various apps including Zapier, Twilio, and ChatGPT.
- AI Agents, Conversation AI, and chatbot setups and configurations as per client business requirements.
- Handled mobile application support, keeping track of feature requests.
- Ability to easily adapt to CRM systems and automation tools.
- Ability to create and manage websites, funnels, domains, and a CRM lead management tool (pipelines and lead stages).
- Configured extensive IVR services.
- Configured targeted social media campaigns to drive client engagement.
- Membership portal management, loyalty program, affiliate marketing.
- As an L2, I assisted my fellow L1 teammates by providing answers and guidance across all the possible channels when they encountered challenges in product knowledge and troubleshooting.
- Assisting with new client trial-to-pay conversion by contributing to demos, participating in presentations, and speaking to the long-term success of clients.
- Maintained current and precise data on products, rates, offerings, and delivery schedules.
- Delivered customer service for a diverse range of account sizes and complexities.
- Reported ongoing status and developments regarding client concerns to ensure comprehensive communication.
- Displayed empathy to customers fostering strong connections while providing assistance.
- Facilitated occasional client and team member training on products as needed.
- Addressing and resolving customer conflicts in an effective and professional manner.
- Acting as a liaison with colleagues throughout all product departments to drive a common strategy.
- Used Freshdesk for tickets, and Freshchat chat queue.
- Issues documentation for the knowledge hub.
- Used to identify training and development needs within the process to provide suggestions to management for better execution.
- Used to create help documents for clients' reference, which get uploaded on the company's website help center.
Product Support Specialist (L1)
Webgility Technocrats PVT.LTD.
Indore
01.2020 - 01.2021
- Company Overview: This company is in IT SaaS serving in the E-commerce Industry (B2B & B2C) in US/Canada/UK/EU
- My role is to provide full fledge Technical + Billing support to clients
- Providing them with all the needful information they needed help with regarding product support, Account management, etc..
- Used to handle account cancellation, customer retention, and churn retention
- We used to investigate the issue so we can do meaningful full troubleshooting to fix issues on live remote or at the backend
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Was multitasking on 4 LOBS (Call+Chat+Tickets+Social Media)
- I was the direct contact as a front liner between backend developers and other Engineering/Product teams for customers if any escalation/product improvement is needed
- Used to do scheduled meetings with clients when required
- We're also trained to help customers with software training/Onboarding & Software Implementation
- Provide technical support during software installation or configuration
- The software was vast, so we keep all the tools & documents ready to work
- Tools/platforms I used in this origination: Salesforce, Zendesk, HubSpot, Intercom, JIRA, Zoom, RingCentral, Team Viewer, Remote Desktop, Slack, Skype, Gmail, Google Meet, Google Drive, Dropbox, Google Docs, Sheets, Forms, Calendar, MS Office, Windows 7,8,10,11, MacOS
Customer Support Specialist (L1)(Remote)
Citynet Infotele PVT LTD
HQ Dallas,Texas
01.2019 - 12.2019
- Serving on channels like chat and emails.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded quickly to customer inquiries, needs and problems.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Oversaw daily performance of computer systems.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Consulted with customers regarding needs and addressed concerns.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Assisted customers with product installation, troubleshooting, and usage questions.
Customer Support Representative (L1)
Teleperformance & TaskUS
Indore
01.2018 - 12.2018
- High-volume pace BPO, as I take inbound calls for DoorDash at TaskUS, and Xiaomi at Teleperformance.
- Resolved customer inquiries in a timely manner.
- Developed relationships with customers through friendly interactions.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Helping clients with Internet-related queries and technical issues provides full-fledged customer, technical, and billing support related to services.
- Used to conduct computer diagnostics to investigate and resolve problems, or to provide technical assistance and support.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
- Reinstall software programs, or adjust settings on existing software, to fix machine malfunctions.
- Test new systems to ensure that they are in working order.
- Install and configure new equipment, including operating software or peripheral equipment.
Education
B.COM - Business
06.2020
High School Diploma -
04-2017
Skills
- Curiosity
- Prioritizing
- Time management
- Planning
- Communication
- Goal setting
- Adaptability
- Constructive feedback
- Problem solving
- Multitasking
- Teamwork skills
- Self-control
- Creativity
- Positive attitude
- Leadership
- Conflict resolution
- Interpersonal skills
- Root cause finding
- Work ethic
- Taking responsibility
- Attention to detail
- Empathy
- Stress Management
- Organization
Timeline
Senior Product Support Specialist (L2) - Webgility Technocrats PVT.LTD.
02.2021 - 01.2025
Product Support Specialist (L1) - Webgility Technocrats PVT.LTD.
01.2020 - 01.2021
Customer Support Specialist (L1)(Remote) - Citynet Infotele PVT LTD
01.2019 - 12.2019
Customer Support Representative (L1) - Teleperformance & TaskUS
01.2018 - 12.2018
Renaissance College of Commerce & Management - B.COM, Business
Shivpuri H SEC School - High School Diploma,
Languages
- English
- Punjabi
- Hindi
Technical Skills
- Full Stack app builders : Bubble, Flutterflow
- Automation Tools : Zapier , Task Magic, Zoho Flow, Parabola.io, JitterBit
- Frontend Development : Webflow , Framer, JSON Decoding Skills
- Databases and Spreadsheet tools : Airtable, Glide, SQL database management, query running, Database Migration
- AI App building Tools : Winsurf, Zed, Cursor, Lovable, Bolt
- Ecommerce, Marketing, Automation tools: .Net & PHP carts, Marketplaces like Shopify, eBay, Etsy, Amazon Seller Central, Flipkart Backend Manger tool, Ali baba & Ali Express, Woo Commerce, Big Commerce, Wix, Go High Level( GHL)
- Accounting Tools : QuickBooks Online, QuickBooks Desktop, QuickBooks POS, Netsuite, Xero
- Communications Tools: like Salesforce, Freshdesk, Zendesk, Intercom, JIRA, Loom, RingCentral, Team Viewer, Remote Desktop, Microsoft Teams, Skype, Gmail, Zoom, Google Meet
- Payment Gateways Tools: Paypal, Stripe, Razorpay, PhonePe Merchant, Paytm Merchant, CashFree, PayU, Shopify Payments.
- Other tools & operation Systems : Google Drive, Dropbox, Google Docs, Sheets, Forms, Calendar, MS Office, Windows 7,8,10,11, MacOS
Languages
- English
- Hindi
- Punjabi
https://www.linkedin.com/in/gurneet-bhatia-93659a171/
Similar Profiles
MUDASIR Z MIRMUDASIR Z MIR
Manager Customer Support at Webgility Software Technorats Pvt. Ltd.Manager Customer Support at Webgility Software Technorats Pvt. Ltd.
Smita SharmaSmita Sharma
Customer Support Specialist at Webgility SoftwaresCustomer Support Specialist at Webgility Softwares
Agnishekhar ChatterjeeAgnishekhar Chatterjee
Founder & Director at Spark & Ray Technocrats Private LimitedFounder & Director at Spark & Ray Technocrats Private Limited