Summary
Overview
Work History
Education
Skills
Accomplishments
Work Preference
Timeline
Generic
Neha Gabhane
Open To Work

Neha Gabhane

Pune

Summary

Experienced Product Support Engineer with 8.4 years of troubleshooting and optimizing product performance. Skilled in providing data-driven insights and solutions to enhance workflows and drive innovation. Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.

Overview

9
9
years of professional experience

Work History

Technical Support Engineer

Avalara Technologies
05.2021 - 09.2024
  • Responding to situations where tier1 product support has failed to isolate or fix problems in platform services or software.
  • Working on issues related to Integration systems such as Netsuite, Salesforce, and Quickbooks, troubleshooting on a screen share session if required escalated to Tier3 support team (expertise in integration).
  • Resolved queries and troubleshooting related to the use of SaaS software applications.
  • Ensured that customer relationships are managed through proactive rapid customer communication on ticket tracking system - Salesforce.
  • Escalating product defects and issues, driving them towards resolution while managing the customer expectations and communications.
  • Close involvement with the development team to resolve the issue related to the product on the JIRA platform.
  • Perform duties as a Research Analyst and Mentor the new team members with the process flow.

Product Support Analyst

Avalara Technologies
01.2017 - 11.2020
  • Resolved complex defects and issues through production releases and upgrades.
  • Troubleshot client queries using JIRA, ensuring timely support.
  • Managed comprehensive documentation for Web and Mobile applications.
  • Co-led projects to achieve defined milestones and deliverables, ensuring adherence to schedules.
  • Engaged clients to gather business requirements and align them with development goals.
  • Tracked and responded to support tickets, addressing user technical challenges effectively.
  • Performed user account maintenance and incident management to enhance operational efficiency.
  • Conducted online seminars demonstrating Web and Mobile applications to global customers.

Process Executive

Infosys BPMS
10.2015 - 10.2016
  • Responsible for technical support troubleshooting, escalations, system installations, improvement programs, and upgrades.
  • Receive inbound calls from the customer, answering questions via chat, documenting any major problems customers were facing with the products in large numbers & reporting it to the concerned team.
  • Major role play in handling confidential data and documenting it for further reference.

Education

Bachelor of Engineering - Computer Science & Engineering

J.D. College of Engineering And Management
Nagpur
08-2014

H.S.C. (12th Std.) -

VimalTai Tidke Convent & Jr. College
Nagpur
05-2010

S.S.C. (10th Std.) -

VimalTai Tidke Convent & Jr. College
Nagpur
08-2008

Skills

  • Strong Communication
  • Continuous Improvement
  • Process Improvement
  • Project management
  • Problem solving
  • JIRA management
  • Customer escalation management
  • Integration troubleshooting
  • SaaS application support
  • Customer relationship management
  • Client engagement
  • Attention to detail
  • Mentoring new team members
  • Project coordination
  • Research analysis
  • SaaS support
  • Customer communication
  • Technical documentation
  • Defect resolution

Accomplishments

Best Performer Award – Avalara Technologies (Mar 2022)
ITIL Foundation Certification (IT Service Management) – PeopleCert (2018)
Diploma in Software Testing (Manual & Automation) (2014)
Sun Java Certification (Core & Advanced Java) (2013)
C Programming Certification – Grade A (2012)
MS-CIT Certification – 74% (2008)

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

RemoteHybrid

Salary Range

₹45000/yr - ₹200000/yr

Timeline

Technical Support Engineer

Avalara Technologies
05.2021 - 09.2024

Product Support Analyst

Avalara Technologies
01.2017 - 11.2020

Process Executive

Infosys BPMS
10.2015 - 10.2016

Bachelor of Engineering - Computer Science & Engineering

J.D. College of Engineering And Management

H.S.C. (12th Std.) -

VimalTai Tidke Convent & Jr. College

S.S.C. (10th Std.) -

VimalTai Tidke Convent & Jr. College

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Neha Gabhane