Iswarya Selvaraj
Chennai
Summary
Results-driven Technical Support Assistant Manager with expertise in SaaS support operations, team leadership, and customer experience optimization. Skilled in scaling support functions, managing global teams, and improving SLA/CSAT performance. Strong background in knowledge management, process improvement, and stakeholder collaboration.
Overview
10
10
years of professional experience
Work History
Assistant Manager – Global Technical Support
Disprz
Chennai
05.2024 - Current
- Lead global technical support operations across Southeast Asia, ensuring high-quality service delivery and SLA compliance
- Manage and mentor a team of support engineers and learning services specialists, driving performance and skill development
- Own end-to-end incident and escalation management, collaborating with product and engineering teams for faster resolution
- Monitor and improve key metrics (CSAT, SLA, FRT, Resolution Time) through data-driven strategies
- Implemented a quality audit framework, improving customer communication standards and consistency
- Drive knowledge management initiatives, ensuring accurate and scalable self-service resources
- Partner with internal stakeholders for process optimization and operational efficiency
- Lead hiring, onboarding, and training programs to scale support operations
Program Manager
Disprz
01.2023 - 04.2024
- Managed bug tracking lifecycle and coordinated with engineering teams for timely resolution
- Built and scaled the Knowledge Base system, improving first-contact resolution
- Customized and enhanced support portal experience aligned with customer needs
- Conducted onboarding and continuous training programs for new hires
- Facilitated product feedback loops via stakeholder calls to improve usability and adoption
- Designed and implemented QA audit processes to improve response quality
Senior Technical Support Engineer
Disprz
06.2021 - 12.2022
- Delivered global multi-channel support (chat, email, virtual) for SaaS platform users
- Handled complex technical escalations and coordinated with cross-functional teams
- Performed root cause analysis (RCA) to prevent recurring issues
- Mentored junior team members and supported onboarding initiatives
- Contributed to knowledge base creation and process documentation
Technical Support Engineer
Disprz
09.2019 - 05.2021
- Provided technical support for platform users across multiple environments
- Resolved customer issues via ticketing systems while maintaining SLA compliance
- Collaborated with internal teams for dependency-based issue resolution
- Built foundational expertise in SaaS support workflows and tools
Product Support Engineer
Just dial limited
Chennai
05.2016 - 08.2019
- Provided Product support and troubleshooting for product-related issues, enhancing customer satisfaction and loyalty.
- Solved customer problems and delivered customer assistance and ticket resolutions.
- Worked cross-functionally to resolve dependency-based issues.
Education
Bachelor of Science - Computer Science
Anna University
Tindivanam, TN01-2015
Certificate of Higher Education - Computer Maths
GGHSS
Manamadurai, TN01-2011
Skills
- SaaS Technical Support & Troubleshooting
- Incident & Problem Management
- SLA / KPI / CSAT Management
- Customer Experience (CX) Operations
- Knowledge Base & Documentation (KMS)
- Escalation Management (L2/L3 Coordination)
- Hiring, Training & Performance Management
- Quality Assurance (QA) & Audit Frameworks
- Process Improvement & Automation
- Cross-functional Collaboration (Product, Engineering, CS)
- Stakeholder Management
- Reporting & Data Analysis
- Staff mentoring and Allowance planning
Tools:
Tools : JIRA, Confluence, Freshdesk, Hubspot, WPS sheets, Google Workspace, Zoho
Timeline
Assistant Manager – Global Technical Support
Disprz
05.2024 - Current
Program Manager
Disprz
01.2023 - 04.2024
Senior Technical Support Engineer
Disprz
06.2021 - 12.2022
Technical Support Engineer
Disprz
09.2019 - 05.2021
Product Support Engineer
Just dial limited
05.2016 - 08.2019
Bachelor of Science - Computer Science
Anna University
Certificate of Higher Education - Computer Maths
GGHSS