PABITRA KIRAN MISHRA
Bengaluru
Summary
IT support specialist with 3.5 years of experience in technical support and customer success. Expertise in application deployment, bug reporting, and merchant onboarding. Proficient in troubleshooting hardware and software issues using Jira and Freshdesk, with a strong background in payment gateway platforms. Recognized for effective communication, problem-solving skills, and a commitment to customer service excellence.
Overview
4
4
years of professional experience
Work History
Merchant Success
Paywize Technology Private Limited
Bengaluru, India
05.2026 - Current
- Coordinated proactive onboarding communication as primary point of contact to ensure seamless integration.
- Reviewed business proof KYC, financial records, and onboarding forms.
- Reviewed business proof KYC, financial records, and onboarding forms.
- Collaborated with compliance, technical support, settlement, and finance teams.
- Resolved onboarding payout and reconciliation issues within agreed timelines.
- Collected merchant feedback on usability and onboarding experience.
- Delivered structured updates to strengthen merchant relationships.
- Monitored transaction volumes to identify patterns and platform activity for growth signals.
- Collaborated with compliance, technical support, settlement, and finance teams.
- Produced payout documentation checks against compliance policies and industry regulations.
- Delivered portal walkthroughs and virtual sessions on collection API standards.
Customer Success Specialist
IServeU
Bhubaneswar, India
07.2025 - 04.2026
- Delivered high customer satisfaction and smooth onboarding through proactive support.
- Managed end-to-end UPI merchant/partner onboarding: explained documentation, compliance, and industry standards via email, phone, and virtual meetings.
- Verified KYC, business, financial, and partner documents; ensured regulatory alignment and timely compliance approvals.
- Coordinated with technical support to resolve onboarding issues, tracked concerns, escalated critical cases, and provided closure feedback.
- Collected merchant feedback on usability and onboarding, shared insights with product teams for improvements.
- Maintained professional communication, acted as trusted contact, and collaborated with cross-functional teams (tech, compliance, operations).
- Monitored merchant transaction volumes and platform activity, identified growth opportunities, and supported effective product usage.
- Resolved settlement queries (delays, reconciliation, missed payouts) by coordinating with finance teams and ensuring timely closure.
Customer Success Specialist
RazorPay BillMe
Bengaluru, India
12.2023 - 06.2025
- Conduct product demonstrations and detailed training of the entire solution via online mediums, such as Google Meet, to familiarize the customer with platform features.
- Streamlined onboarding process for new customers, enhancing overall experience and satisfaction.
- Ensured a high degree of customer engagement by maintaining continuous contact with the customers via email.
- Achieved customer service targets by adhering to turnaround timelines for issue resolution.
- Understood the customer context and provided information to best serve the needs of customers; to optimise their platform setup for the quickest path to success.
- Responded to customer emails and calls regarding technical issues to fix them remotely.
- Raised and followed up on bugs in JIRA, collaborating with internal teams to ensure timely resolution.
- Installed and set up applications for clients.
- Participated in in-person meetings with customers to assess and diagnose hardware device problems.
- Demonstrated proficiency in using CRM and Freshdesk Ticketing Platform for customer support.
Desktop Support Engineer
FIRSTSOURCE
SOLUTIONS LIMITED
Bengaluru, India
09.2022 - 10.2023
- Provided first-class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications
- Delivered technical support via phone, chat, email, and remote access, resolving issues efficiently.
- Offered clear, reliable desk-side support to internal service users, rectifying issues quickly and accurately
- Assisted users with software package installations, ensuring optimal performance of IT systems.
- Installing and configuring various operating systems like windows10 and Windows11.
- Constructed, installed, and tested customised configurations across various platforms and operating systems to meet user requirements.
- Identified necessary components for assembling desktops and laptops.
- Demonstrated strong analytical skills by evaluating complex data sets.
Education
B.Tech - Mechanical Engineering, Engineering
Biju Patnaik University of Technology
Rourkela01-2019
Diploma - Mechanical Engineering
KIITPolytechnic
Odisha01-2015
Skills
- Installation and Troubleshooting Operating system Windows 10 and Windows 11
- Networking: Local Area Network connection Internet Connectivity, Troubleshooting
- Knowledge of IP address, Active Directory, DNS, DHCP, Email Configuration with Microsoft Outlook Configuration
- Working on SLA (Service Level Agreement) with Ticketing Tool Like Jira, Fresh Desk, Incident Management Ticketing Tool
- End‑to‑end merchant onboarding (UPI, compliance, KYC/KYB) with clear documentation guidance and onboarding roadmap: lead handoff,documentation, KYC/KYB , activation , go‑live
- Conduct product demonstrations & training via Google Meet and other virtual platforms
- Technical support
- Handle customer queries (technical, settlement, reconciliation) with proactive updates and closure feedback
- Strong working knowledge of MS Office Suite, Excel formulas, data validation, drop‑downs, project coordination
- Gather and report customer feedback for product improvement and usability enhancement
- Ensure high customer satisfaction through professional communication and continuous engagement
- Partner with Compliance/Risk to meet KYC and audit requirements
Timeline
Merchant Success
Paywize Technology Private Limited
05.2026 - Current
Customer Success Specialist
IServeU
07.2025 - 04.2026
Customer Success Specialist
RazorPay BillMe
12.2023 - 06.2025
Desktop Support Engineer
FIRSTSOURCE
SOLUTIONS LIMITED
09.2022 - 10.2023
B.Tech - Mechanical Engineering, Engineering
Biju Patnaik University of Technology
Diploma - Mechanical Engineering
KIITPolytechnic