Nithin S

In my current role, I actively managed ticketing system queues, ensuring prompt responses to incoming customer requests while adhering to SLAs. I also took ownership of high-impact support tickets and queues, ensuring efficient resolution and alignment with support SLAs to achieve high customer satisfaction (CSAT). This included providing timely and concise updates on significant issues, escalations, and incidents while proactively communicating next steps to customers.

Key responsibilities included:

• API Integration: Managed SMS and WhatsApp integration through API solutions.
• Customer Compliance & Fraud Prevention: Guided customers through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions. Applied critical thinking to identify and prevent fraudulent activity, ensuring the integrity of customer accounts and the platform.
• Customer Support Excellence: Delivered top-tier customer service by embodying empathy, technical expertise, and human warmth in every interaction.
• Cross-Department Collaboration: Acted as a liaison across departments to address urgent customer concerns and deliver effective solutions promptly.
• Process Improvement: Identified and implemented improvements to processes and procedures in collaboration with global teams to enhance customer experience and service delivery.

As Twilio operates under a 24/7 support model, I demonstrated flexibility to work weekends and holidays as needed to maintain service continuity. I also worked on analyzing customer feedback to drive targeted improvements in technical support services.

These experiences helped me cultivate strong problem-solving, customer communication, and process optimization skills.

• Company Overview: Freshworks is a product-based company
• Here I'm working on a product called freshchat which is a chat widget where I provide technical support to our client, where I maintain proactive communication upward and across client contacts
• I have to troubleshoot & resolve the tickets I own and assign the cases to the concerned team based on the severity and necessity
• Need to Coordinate with the Engineering to discuss the new bugs reported or experienced by the client during the testing
• Also, Need to Coordinate with the products team to fix the issues experienced during the configurations and provide insight into best practices, and resolve front-end issues raised by the clients
• Product support agent for the SaaS product - freshchat
• Freshworks is a product-based company
• Here I'm working on a product called freshchat which is a chat widget where I provide technical support to our client, where I maintain proactive communication upward and across client contacts
• I have to troubleshoot & resolve the tickets I own and assign the cases to the concerned team based on the severity and necessity
• Need to Coordinate with the Engineering to discuss the new bugs reported or experienced by the client during the testing
• Also, Need to Coordinate with the products team to fix the issues experienced during the configurations and provide insight into best practices, and resolve front-end issues raised by the clients

• Delivered advanced technical support for Mitratech's TeamConnect to maintain client operations.
• Diagnosed and resolved client-reported issues to minimize downtime and maximize user satisfaction.
• Maintained robust client relationships by delivering comprehensible technical explanations.
• Developed long-term solutions to avert future incidents after detailed investigations.
• Developed comprehensive troubleshooting guides and best practice documentation.
• Coordinated with internal groups to ensure quick resolution of technical problems, following SLA timelines.

• Multichannel Support – Provided exceptional customer service for the India Voice Process and the North America Chat and Email Process, addressing customer inquiries and resolving issues related to the Amazon website.
• Assisted customers with a variety of concerns, including order tracking, refunds, account issues, and product inquiries, ensuring prompt and satisfactory resolutions.
• Recognized with the Customer Obsession Award (November 2020) for demonstrating exceptional dedication to understanding and resolving customer needs.