Nias M
Product support analyst
Chennai,,TN
Summary
Astute Product support analyst with proven ability to analyze, diagnose and resolve user-product support issues. Experienced in providing comprehensive customer and technical support to users and resolving complex product issues. Possesses knowledge of research analysis and exceptional client handling. Well organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Product Support Analyst
Athenahealth
06.2023 - Current
- Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Communicated critical product updates to customers, minimizing disruptions during implementation phases.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Collaborated with cross-functional teams to improve product features based on customer feedback.
- Provided exceptional customer service, addressing concerns promptly and accurately.
Product Expert
Full Creative
9 2021 - 06.2023
- Supporting the development of the new product called "ChatSupport"
- Conducting market research and analyzing industry trends and presenting analysis of the competing products on a weekly basis.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
06.2021 - 09.2021
- Driving sales through customer engagement, suggestive selling and sharing product knowledge
- Greeting customers, answering their queries and enhancing product engagement and processing the sales from the respective leads.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Education
Bachelor of Science - Visual Communication
SRM ARTS & SCIENCE COLLEGE
Chennai, India 05.2017 - 2020.05
Skills
Email management
Languages
English
Tamil
Urdu
Hindi
Timeline
Product Support Analyst
Athenahealth
06.2023 - Current
06.2021 - 09.2021
Bachelor of Science - Visual Communication
SRM ARTS & SCIENCE COLLEGE
05.2017 - 2020.05
Product Expert
Full Creative
9 2021 - 06.2023
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