Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Karthick Gowtham S

Support Engineer
Coimbatore

Summary

Results-driven Support Engineer with 3 years of SaaS experience in technical support and incident resolution. Proven track record of fast, effective issue resolution and cross-functional collaboration. Recognized for exceptional service delivery with the Center of Excellence Award in 2023. Committed to driving operational efficiency and delivering outstanding customer experiences in dynamic, fast-paced environments.

Overview

4
4
years of professional experience
3
3
Certifications

Work History

Support Engineer

Responsive (Formerly RFPIO)
10.2024 - Current
  • Delivered expert-level support to enterprise clients, ensuring timely resolution of incidents, escalations, and technical queries
  • Acted as a key liaison between product, engineering, and customer teams to coordinate bug fixes and feature enhancements
  • Created JIRA tickets for 90% of support escalations on the same day, ensuring accurate and timely issue tracking
  • Improved client retention through proactive communication and prompt resolution of critical issues
  • Served as Subject Matter Expert (SME) for third-party tools, enabling seamless integrations across multiple platforms
  • Maintained a 0% DSAT (Dissatisfied Customer) rate, consistently ensuring high customer satisfaction and service quality
  • Developed and maintained internal knowledge base by documenting issues, resolutions, and best practices
  • Participated in testing and validating new features to ensure functionality and quality before customer deployment
  • Leveraged Known Error Database (KEDB) to enhance troubleshooting efficiency and reduce resolution times

Customer Support Specialist

RFPIO
06.2022 - 09.2024
  • Provided prompt and professional customer support via email and live chat, ensuring a consistently high standard of service
  • Handled a high volume of inbound calls while maintaining exceptional call quality and adherence to support protocols
  • Utilized CRM tools to efficiently manage customer interactions, document detailed case notes, and quickly retrieve account information
  • Built and maintained strong client relationships, contributing to repeat business and consistently positive customer feedback

Associate Customer Support Specialist (Internship)

RFPIO
08.2021 - 06.2022
  • Delivered technical support for SaaS products by resolving user queries and troubleshooting product-related issues across multiple channels (phone, email, live chat)
  • Consistently achieved 100% Customer Satisfaction (CSAT) and met all Service Level Agreement (SLA) targets
  • Managed and prioritized incoming support tickets to ensure timely and effective resolution
  • Collaborated with cross-functional technical teams to identify and escalate recurring issues, contributing to product and service improvements
  • Maintained a high standard of professionalism in all customer interactions, enhancing overall customer experience

Education

Bachelor of Engineering - Electrical Engineering

Sri Ramakrishna Engineering College
Coimbatore, India
01.2022

Skills

CRM - Salesforce

Ticketing and Management Tool: JIRA, Zendesk

Log Analysis: ELK

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Certification

ITIL foundation | People cert | 2024

Timeline

Support Engineer

Responsive (Formerly RFPIO)
10.2024 - Current

Customer Support Specialist

RFPIO
06.2022 - 09.2024

Associate Customer Support Specialist (Internship)

RFPIO
08.2021 - 06.2022

Bachelor of Engineering - Electrical Engineering

Sri Ramakrishna Engineering College

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Karthick Gowtham SSupport Engineer