Mir Mohammed Akber
Hyderabad
Summary
Detail-oriented and analytical Senior Product Support Analyst with over 5+ years of experience in global technical support, client success, and enterprise software (ERP, SaaS, Salesforce). Adept at troubleshooting, process enhancement, data analysis, and driving user-centric improvements. Proficient in product lifecycle management, bug tracking, SDLC methodologies, and stakeholder collaboration.
Overview
6
6
years of professional experience
Work History
Senior Product Support Analyst
FE fundinfo
08.2021 - 07.2024
- Product Support Analyst (August 2021 - June 2023):
- Managed high volume of customer inquiries via various channels, utilizing Salesforce CRM for prompt issue resolution.
- Conducted product testing and maintained comprehensive bug documentation.
- Exceeded SLAs consistently without any breaches.
Senior Product Support Analyst (July 2023 - July 2024): - Promoted for outstanding performance and dedication in resolving complex customer issues.
- Provided onboarding training for new clients on application technicalities like Cashcalc, Analytics, EFS, and EFS.
- Collaborated closely with developers to fine-tune the product and test upcoming features.
Customer Service Associate
Sutherland Global Services
08.2020 - 08.2021
- Contributed to chat program at AT&T.
- Trained incoming agents on effective customer handling techniques.
- Proficiently utilized CRM, Rio, and Telegence tools to troubleshoot and provide customers with accurate resolutions.
Implementation and Support Lead
Octoze Technologies Pvt Ltd
12.2018 - 12.2019
- Support & Implementation Engineer for Camu, specialized in administering solutions for educational institutions, including schools and colleges, covering basic and advanced administration tasks.
- Promoted to Implementation and Support Lead, overseeing project implementations and support activities. Customized solutions to align with client's requirements, with a specific focus on industry-specific workflows, client preferences, and protocols.
Education
B. Tech - Automobile Engineering
B. S. Abdur Rahman Crescent Institute Of Science
2018
Skills
- Enterprise Software & ERP Systems
- SaaS Support & CRM (Salesforce)
- Client Relationship Management
- SDLC & Product Lifecycle Knowledge
- Cross-Functional Team Collaboration
- Confluence & Documentations
- SQL (basic), Excel (Pivot Tables, VLOOKUP, Charts)
- QA Assurance
Additional Information
- Ability to prioritize and multi-task in fast-paced environments
- Communication skills to express ideas and concepts
- Proficient in verbal and written communication
Timeline
Senior Product Support Analyst
FE fundinfo
08.2021 - 07.2024
Customer Service Associate
Sutherland Global Services
08.2020 - 08.2021
Implementation and Support Lead
Octoze Technologies Pvt Ltd
12.2018 - 12.2019
B. Tech - Automobile Engineering
B. S. Abdur Rahman Crescent Institute Of Science
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