Summary
Work History
Education
Skills
Certification
Additional Information
Timeline
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Jay(Jayesh) Urath

Jay(Jayesh) Urath

Head Of Customer Support
Kochi

Summary

I'm an IT service management and customer support professional with a strong track record as the Head of Customer Support and an ITIL certification. My career spans various facets of IT service management, focusing on delivering exceptional customer support and implementing scalable helpdesk systems. Key Strengths Client Onboarding: I excel in sharing best practices, conducting product training, and orchestrating user acceptance testing to ensure a seamless onboarding experience for clients. Exceptional Customer Support: In my role as the Head of Customer Support, I efficiently handle and resolve customer issues, generate precise reports, and maintain comprehensive knowledge bases for effective support operations. Project Execution: I have successfully executed over 150 Freshservice projects and managed migrations from diverse helpdesk platforms. Global Collaboration: My collaborative approach extends across regions, allowing me to adapt to various cultural and operational contexts while maintaining a strong focus on customer satisfaction. Technical Expertise I possess technical expertise in API and Zapier-driven requirement integration, UI customization, and a strong foundation in technologies like HTML5, JavaScript, and jQuery. My experience spans SaaS platforms such as Workday, Salesforce, Zendesk, and Page 1 of 6 HubSpot, ensuring seamless integration for customer support and IT service operations. Transcontinental Experience With a career spanning continents, I bring diverse perspectives and a network built on transcontinental experience. My program management acumen allows me to navigate complex IT service management landscapes. I'm excited about the opportunity to connect, collaborate, and contribute in the world of IT service management and customer support. Let's connect and explore how we can drive innovation and elevate the customer experience together. Thank you for visiting my LinkedIn profile. Feel free to reach out, and let's make a positive impact in our field.

Work History

Head- Technical Support

06.2021 - Current
  • In my role as the Head of Customer Support and Billing Operations, I am accountable for leading and supervising the customer support and billing teams to provide exceptional service and support to our clients
  • My responsibilities include overseeing the daily activities of the team, establishing policies and procedures, and continually looking for opportunities to enhance and streamline our processes
  • By placing a strong emphasis on customer satisfaction, I collaborate closely with my team to ensure that all customer inquiries and concerns are addressed and resolved promptly, and that our billing operations operate efficiently and effectively
  • In addition to my customer support and billing responsibilities
  • I am also currently managing both the Community (https:// community.surveysparrow.com/) and Knowledge Base (https:// support.surveysparrow.com/hc/en-us) for our customers
  • This involves maintaining and improving the online community platform where customers can engage with each other and find solutions, as well as managing Page 2 of 6 the knowledge base to provide comprehensive resources and self-help materials for our users
  • I strive to continuously enhance the product purchase experience and ensure the quality of our offerings to meet the needs and expectations of our customers.

Lead Onboarding Specialist

Freshworks Inc
Sydney, New South Wales
01.2020 - 06.2021
  • I am an LGITSA award-winning, ITIL certified professional with over a decade of experience in product support, team management, and implementation
  • In my current role, I assist the ANZ onboarding team with product-related queries and project management
  • Additionally, I lead the development of implementation plans, resource plans, and testing plans to help customers meet their key performance indicators and identify any gaps in their processes
  • I have also led numerous ITSM implementations to ensure that projects are delivered on time with a strong focus on customer satisfaction
  • My past experience includes onboarding partners, managing issues and risks associated with projects, and successfully implementing over 150 Freshservice projects
  • I have also successfully migrated customers from various help desks such as
  • Zendesk, Spiceworks, Cherwell, and Ivanti HEAT
  • In addition, I have experience implementing integration requirements using product APIs and Zapier, as well as assisting customers with their end-user portal UI requirements for both functionality and aesthetics

Senior Technical Account Manager

Chennai, Tamil Nadu
04.2018 - 01.2021
  • As the leader of the ANZ support team, I was responsible for training new team members, mentoring the support team, and managing key performance indicators such as customer satisfaction, response time, and resolution
  • My responsibilities included nurturing new hires as they became familiar with the product and process, guiding technical account managers with support and product-related issues, and conducting module-wise training and knowledge- sharing sessions
  • Page 3 of 6
  • I also worked closely with internal stakeholders such as presales and customer success managers to understand customer requirements and facilitate smooth transitions
  • In addition, I assisted support representatives in achieving their best performance and even helped some earn customer champion awards
  • I collaborated with customer success managers to meet customer expectations and maintained a list of feature requests for customers, liaising with product managers to ensure that these requests were delivered as expected
  • I also worked closely with product managers to enhance product releases and handle critical issues and escalations from customers
  • In my role, I also managed a specific set of accounts with higher monthly recurring revenue and complexity, proactively reaching out to ensure that these customers were using the product features in accordance with their business models and industry best practices
  • During my time in this role, I also traveled to North America, Australia, and
  • New Zealand to conduct requirement gathering workshops, training sessions, onboarding, and post-implementation support
  • Additionally, I managed support forums and customer discussions.

Senior Technical Account Manager

Greater
06.2019 - 09.2019
  • Sydney Area
  • I traveled to the Sydney office to train the sales team and served as a presales consultant for the Freshservice product
  • During this time, I closed the highest monthly recurring revenue deal for the quarter
  • In addition, I have conducted onsite requirement gathering workshops for various customers and completed onsite implementations for a range of industries including schools, retail businesses, and government organizations.

Senior Product Specialist

06.2015 - 04.2018
  • As a member of the product support team, I assisted users with optimizing, setting up, and troubleshooting Freshservice-related issues
  • In addition, I have helped customers migrate to Freshservice from various platforms including
  • Zendesk, Spiceworks, and Manage Engine.

Senior Technical Account Manager

San Bruno, California
08.2016 - 01.2017
  • I traveled to the United States to assist the onsite customer success manager in meeting with customers to understand and address their outstanding issues
  • I also helped presales with the implementation of various strategic accounts
  • In addition, I have conducted onsite requirement gathering workshops for various customers and been a part of various accounts during the sales and proof of concept cycles.

Product Specialist

Zoho Corporation
Chennai
09.2014 - 06.2015
  • I have experience helping customers set up the Zoho SalesIQ chat widget for both live chat and tracking purposes
  • I have also worked on various integrations with platforms such as WordPress and Magento
  • My hands- on experience with JS API and CSS has allowed me to assist customers in customizing the chat widget to meet the specific needs of their websites.

Quality Analyst

Concentrix
Chennai
02.2013 - 09.2014
  • As part of the Symantec EndPoint Protection support team, I was responsible for driving process and key performance indicators
  • I also oversaw root cause analysis, problem impact reviews, and case analysis for any implementations
  • In addition, I provided weekly feedback to technicians and helped them achieve their key performance indicators and set goals for career development
  • To ensure continuous improvement, I analyzed all negative survey tickets.

Technical Support Engineer

Sutherland
04.2010 - 02.2013
  • As a member of the Dell Hardware Warranty support team, I assisted users with hardware-related issues.

Education

Bachelor of Technology - BTech - Electrical, Electronics and Communications Engineering

College of Engineering
2010

Skills

  • Top Skills
  • Product Purchase
  • Performance Improvement
  • Coaching

Certification

The Complete Management Skills Certification Course Freshservice Product Expert Email Etiquette: Write More Effective Emails At Work Scrum: The Basics Plan the Project as a Business Analyst

Additional Information

  • Honors-Awards Excellence in Employee Experience and South Australian Achievement of the Year Solutions | Customer-Centric Excellence" Kochi, Kerala, India

Timeline

Head- Technical Support

06.2021 - Current

Lead Onboarding Specialist

Freshworks Inc
01.2020 - 06.2021

Senior Technical Account Manager

Greater
06.2019 - 09.2019

Senior Technical Account Manager

04.2018 - 01.2021

Senior Technical Account Manager

08.2016 - 01.2017

Senior Product Specialist

06.2015 - 04.2018

Product Specialist

Zoho Corporation
09.2014 - 06.2015

Quality Analyst

Concentrix
02.2013 - 09.2014

Technical Support Engineer

Sutherland
04.2010 - 02.2013

Bachelor of Technology - BTech - Electrical, Electronics and Communications Engineering

College of Engineering

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Jay(Jayesh) UrathHead Of Customer Support