Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Technical Profile
Affiliations
Languages
Certification
Timeline
Generic
Pirai Nuthal Selvi Mathivanan

Pirai Nuthal Selvi Mathivanan

Senior Product Specialist
Chennai

Summary

Dynamic Technical Product Specialist with a proven track record at Freshworks, excelling in customer advocacy and product training. Expert in root cause analysis and bug tracking, I enhance user satisfaction and streamline support processes. Committed to driving product improvements through collaboration and proactive problem-solving, ensuring high-quality service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Product Specialist

Freshworks
Chennai
11.2023 - Current
  • Provided technical support to customers, troubleshooting product issues and resolving customer inquiries.
  • Increased value to clients through product knowledge.
  • Collaborated with engineering and design teams to provide feedback for product enhancements.
  • Provided exceptional customer support, resolving issues and ensuring customer satisfaction.
  • Developed comprehensive product training materials for sales teams and distributors.
  • Documented technical aspects of the product suite so that users could easily access information when needed.
  • Monitored customer satisfaction levels across all channels to ensure prompt response times and high-quality service delivery.
  • Provided end-user training sessions on how best utilize various features within the company's suite of products.
  • Analyzed user requirements specifications to develop detailed design documents for product development teams.
  • Trained new specialists to present company products or services.

Technical Support Engineer

HCL Technologies pvt ltd
Madurai
10.2022 - 09.2023
  • RFT Observability Team – Deutsch bank
  • Actively involved in various production releases and mitigated the release issues on time
  • Schedule the reports and batches as per the requirement of regulatory report users and clients
  • Involved in the batch handling during the releases to fix the code level issues on time
  • Involved in the database migration activity to tune the performance of the database
  • Diagnostic ability to go to the core of the problem
  • Strong interpersonal skills, which provide me the ability to interact with my immediate managers and SME
  • Monitoring & scheduling the jobs (Database & Unix) and fixing issues if any job failures
  • Proactively verifying the user uploaded files, to avoid the issues before the occurrence in Monthly runs
  • Mentoring the team members and training colleagues in the technologies
  • Proactively handling the user raised incidents, service request, PM tickets and responding on time
  • Provided Omni Channel Support via email, Chat and live calls.

Technical Support Engineer

HCL Technologies
Madurai
08.2021 - 09.2022
  • Profit And Loss Utility Team - Deutsch Bank. Participated 24/7 duty for support and operation.
  • Coordinated with different lines of services with SLA in Incident management and Service management using Service Now ticketing tool.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Upload static data into database using templates as per user’s service requests
  • Involved in resolving production problems for the applications and ensure all support service level agreements are met.
  • Monitoring & Handling the Jobs (Batch Jobs) in the Control-M and escalating in timely manner if there is any delay in reaching the feed
  • Attend biweekly status meetings with Client
  • Performed root cause analysis of reported issues to enact corrections.
  • Perform health checks on various process to enforce all process are up and running fine
  • Updated and maintained current customer support database.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Advised on potential process improvements to increase support quality and expedite ticket fulfillment.

Support Intern

e-Soft
Trichy
10.2020 - 01.2021

Education

B. Tech - Information Technology

Sri Bharathi Engineering College For Women
Pudukkottai
11-2020

High School - 12th

Vairams Matric.Hr.Sec.School
Pudukkottai
04-2016

High School - 10th

SFS Matric.Hr.Sec.School
Pudukkottai
04-2014

Skills

  • Lead generation
  • Root cause analysis
  • Technical issues analysis
  • Bug tracking
  • Omni Channel Support
  • Integration
  • Customer Advocacy
  • Product training
  • Problem solving
  • Task prioritization
  • jQuery
  • JSON
  • REST API
  • Haystack

Accomplishments

  • Improved customer efficiency by creating product walkthroughs and best practice guides, leading to a 20% reduction in onboarding time for new clients.
  • Collaborated with the product and engineering teams to escalate and resolve product bugs and feature gaps, directly enhancing customer satisfaction and retention.
  • Achieved a CSAT score of 95%+ consistently by providing timely and solution-oriented support to customers across email, chat, and phone channels.
  • Reduced ticket resolution time by 30% by identifying recurring customer issues and implementing proactive documentation and internal knowledge base updates.
  • Developed and maintained internal knowledge base articles and product walkthroughs, improving team efficiency and reducing average resolution time by 30%.

Languages

  • Tamil
  • English
  • Malayalam

Technical Profile

  • JQuery
  • JSON
  • REST API
  • Oracle
  • Confluence
  • Haystack

Affiliations

  • Top Lead Generator for August Month 2024
  • Top 5 CES scores every month

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Malayalam
Elementary (A2)
A2

Certification

  • Top Lead Gen for Aug'24

Timeline

Technical Product Specialist

Freshworks
11.2023 - Current

Technical Support Engineer

HCL Technologies pvt ltd
10.2022 - 09.2023

Technical Support Engineer

HCL Technologies
08.2021 - 09.2022

Support Intern

e-Soft
10.2020 - 01.2021

B. Tech - Information Technology

Sri Bharathi Engineering College For Women

High School - 12th

Vairams Matric.Hr.Sec.School

High School - 10th

SFS Matric.Hr.Sec.School

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Pirai Nuthal Selvi MathivananSenior Product Specialist