Nandini J
Technical Support Engineer
Bangalore
Summary
Technical Support Engineer with 5 years of experience in troubleshooting and resolving technical issues, specializing in Freshsales, Freshmarketer, and addressing issues related to e-commerce and supply chain. Skilled in customer onboarding, diagnosing complex problems, and managing global support operations to meet both technical and business needs. Experienced in order tracking, customer communication, and shipment solutions at Narvar, with expertise in integrating e-commerce platforms to enhance customer experience. Proven ability to collaborate with engineering, product, and operations teams to improve product performance and streamline workflows. Strong communication skills with a hands-on approach to issue tracking and ensuring timely resolution within SLA, focused on delivering excellent customer experiences.
Overview
9
9
years of professional experience
Work History
Product Specialist
Freshworks
Bengaluru, Karnataka
06.2024 - Current
- Provided technical support for Freshsales users, diagnosing and resolving issues related to CRM functionality, UI, and integrations.
- Onboarded customers and delivered product demos on key Freshsales features (pipeline management, email automation, reporting), resulting in increased adoption and effective utilization.
- Guided clients with Freshmarketer on setting up marketing campaigns and customer journeys to enhance engagement.
- Identified at-risk customers, helping them understand how Freshsales could better meet their needs, preventing churn and improving retention.
- Leveraged expertise in SSO configurations to access customer accounts for troubleshooting, ensuring secure and seamless access to Freshsales.
- Checked Haystack logs for troubleshooting and issue resolution, ensuring optimal system performance.
- Reproduced issues in test accounts, providing actionable feedback to development teams for improvements.
- Managed Freshsales integrations (email, social media, third-party tools), streamlining workflows for clients.
- Utilized Freshdesk for ticket management, achieving an average customer satisfaction score of 4.7/5.
- Created and updated knowledge base articles, reducing repetitive inquiries by 25% with enhanced self-service resources.
Technical Support Engineer
Narvar
03.2022 - 09.2023
- Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre and post-sale, customer onboarding/development, diagnosing/resolving technical issues in e-com and supply chain in tracking products
- Experience in writing SQL queries and optimizing the queries in server 2008
- Responsible for first response and managing queue
- Talk clients through series of actions, either via phone, email or chat, until they’ve solved technical issue
- Develop processes around Zendesk to deliver world-class customer support
- Diagnose, troubleshoot, and resolve issues using customer input
- Experience in supporting in very large and highly transactional databases and troubleshooting various performances on different environment (production, stage and Test)
- Documented technical solutions and created knowledge base articles for common issues
- Responsible for resolving product related issues reported by customer within SLA with RCA
- Collaborated with team members across Technical Services, Customer Success, Product, Marketing and Engineering to identify and implement solutions for recurring technical issues
Support Analyst
Contractor - Trigent Software Pvt. Ltd., Client - Accenture Solutions Pvt. Ltd.
02.2019 - 09.2020
- Helping client if they face any issue with Space management tool product
- Handled various SQL administration tickets through Service Now
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Master-level skills in project planning, delivery, and management
- Keep track of issues and adhere to the agreed timeline until an issue is resolved
- Detailed, organized and results oriented, with strong level of attention to detail
- Ability to work effectively with people at all levels, including senior leaders
Senior Operations Executive
Aegis
09.2016 - 12.2017
- Handling Inbound/Outbound calls and Escalation calls
- Working knowledge of CRMs (Customer relationship management) and knowledge systems
- Worked on Backend Software like Microsoft Dynamics 365
- Worked on Salesforce to raise tickets
- Troubleshooting technical problems that occurred while using Device via call
- Resolving Network issues
- Assisting New Joiners
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
Education
Bachelor of Computer Applications - BCA
Bangalore University
04.2001 -
Skills
Technical support
Technical troubleshooting
undefinedTechnical Profile
- SQL
- HTML
- CSS
- JavaScript
- API
- JSON
- JIRA
Skills
- Ticketing Tools - Freshdesk, Zendesk, Salesforce, Service Now
- Log Management - Haystack logs
- eCommerce - Shopify / Shopify Plus
- Windows, Linux, MacOS, Office 365
Timeline
Product Specialist
Freshworks
06.2024 - Current
Technical Support Engineer
Narvar
03.2022 - 09.2023
Support Analyst
Contractor - Trigent Software Pvt. Ltd., Client - Accenture Solutions Pvt. Ltd.
02.2019 - 09.2020
Senior Operations Executive
Aegis
09.2016 - 12.2017
Bachelor of Computer Applications - BCA
Bangalore University
04.2001 -
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