Kumar Gautam

• Manage and oversee a team of 29 product support specialists, providing guidance, training, and performance evaluations.
• Develop and implement support strategies to ensure timely and effective resolution of customer issues and inquiries.
• Collaborate with cross-functional teams, including engineering, quality assurance, and product management, to drive product improvements and enhance customer satisfaction.
• Define and monitor key performance metrics, including response time, resolution time, and customer satisfaction scores, and implement corrective actions as necessary.
• Conduct regular team meetings and training sessions to align support staff with product updates, technical advancements, and customer requirements.
• Act as a point of escalation for complex customer issues, ensuring prompt resolution and maintaining customer relationships.
• Implement and maintain support ticketing systems, knowledge bases, and self-service portals to improve efficiency and empower customers with self-help options.
• Analyze support data to identify trends, recurring issues, and areas for improvement, and collaborate with internal teams to address root causes.
• Work closely with the sales team to provide pre-sales support and gather customer feedback to inform product roadmap decisions.
• Stay updated on industry trends, emerging technologies, and competitive products to ensure the organization remains at the forefront of customer support excellence.

• Handled customer service issues by providing guidance or escalating for advanced support.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Served as first point of contact for incoming technical service calls and emails.
• Used remote login tools to assist clients with technical and product questions.