Pradeep Barot
Ahmedabad
Summary
Dedicated and passionate techno enthusiast with 10+ years of experience in business development, technical support, back-end support, onsite implementation, and maintaining strong customer relationships. Successfully assisted customers from multiple regions across North America, Europe, Asia, and APAC in resolving queries and achieving short-term and long-term goals. Strong ability to adapt to new technologies and keen interest in continuous learning. Excels as a team player and individual contributor. Enjoys interacting with new people and possesses excellent listening skills. Known for attention to detail and strong organizational abilities. Able to handle multiple projects simultaneously with high accuracy.
Overview
12
12
years of professional experience
1
1
Certification
4
4
Languages
Work History
Senior Technical Support Specialist
Cin7 Core
08.2023 - Current
- Provide expert-level support to customers, resolving complex technical issues related to inventory management software, and ensuring high levels of customer satisfaction.
- Collaborate closely with cross-functional teams, including engineering and product teams, to identify and address customer needs and software enhancements.
- Mentor and train junior support staff, equipping them with the skills to effectively handle a variety of customer inquiries and technical challenges, as and when needed.
- Analyze customer feedback and system performance data to recommend improvements, and drive product development initiatives.
Squad Lead
Cin7 Orderhive
10.2019 - 08.2023
- Provided comprehensive support to customers by delivering effective solutions, addressing enhancement requests, and guiding them in software implementation.
- Trained and mentored team members on best practices for managing diverse customer inquiries and resolving issues efficiently.
- Monitored team performance, offering constructive feedback to enhance individual skills and overall team effectiveness.
- Developed and implemented streamlined customer support processes and procedures to boost efficiency and service quality.
- Analyzed customer feedback and made data-driven recommendations to management for improving products and services.
- Coordinated with cross-functional departments to ensure timely and satisfactory resolution of customer issues.
- Monitored Key Performance Indicators (KPIs) to identify upsell opportunities for the Enterprise plan.
Senior Solution Support Executive
RadixWeb
11.2016 - 10.2019
- Generate repeat business from existing client through support services & NBEC.
- Impart business ready solution training to clients and assist them to setup their online web store instantly.
- Create prospect as per client’s requirements to showcase them during the product demonstration.
- Frequently review the client’s website and suggest them improvement areas of their web store if required, in order to grow their business.
- Helping clients from multiple regions of North America, Europe, and Asia & APAC in resolving their queries and achieving their short-term & long-term goals.
- Building and maintaining the long-lasting client relationships.
- Keep in touch with Assigned client to make sure client is happy or have any issues.
- Respond to support tickets and keep client updated on the progress of ticket.
- Log any bugs or feature request in bug and feature handling system.
- Work on paid support services on behalf of clients to their website and get ready their store instantly.
Senior Customer Support Engineer
Iqor Global Services Pvt. Ltd, Hewlett-Packard
01.2015 - 11.2016
- Handle the escalation calls & reporting of engineers.
- Generate repeat business from existing clients.
- Re-repair cases allocation and discussion with respective Engineer
- Communicate with customers via emails & calls.
- Maintain customer satisfaction & building long lasting customers relationships.
- Maintain & review the daily closure data.
Customer Support Engineer
Aforeserve Ltd, Hewlett-Packard
07.2012 - 01.2015
- Responsible for all assigned tickets and closure within TAT.
- Troubleshoot all Kind of hardware and software issues.
- Ensure task completion with customer satisfaction.
- Handle corporate accounts.
Education
Post Graduate Diploma in Computer Application -
Rabindranath Tagore University
Bhopal 04.2001 -
B.A. Graduate -
University of Rajasthan
Udaipur 07.2007 - 07.2010
12th Passed -
R.B.S.E
Ajmer, Rajasthan 07.2006 - 07.2007
10th -
R.B.S.E
Ajmer, Rajasthan 07.2004 - 07.2005
Skills
- Interactive communication skills
Business development
Account management
Customer consultations
Excellent customer service
Customer interaction
CRM
Client retention
Problem-Solving
Decision making
Process improvement
Application support
Teambuilding
HubSpot
MS Office
Software Implementation
Certification
JCHNP (Jetking Certified Hardware and Networking Professional)
Timeline
Senior Technical Support Specialist
Cin7 Core
08.2023 - Current
Squad Lead
Cin7 Orderhive
10.2019 - 08.2023
Senior Solution Support Executive
RadixWeb
11.2016 - 10.2019
Senior Customer Support Engineer
Iqor Global Services Pvt. Ltd, Hewlett-Packard
01.2015 - 11.2016
JCHNP (Jetking Certified Hardware and Networking Professional)
07-2012
Customer Support Engineer
Aforeserve Ltd, Hewlett-Packard
07.2012 - 01.2015
B.A. Graduate -
University of Rajasthan
07.2007 - 07.2010
12th Passed -
R.B.S.E
07.2006 - 07.2007
10th -
R.B.S.E
07.2004 - 07.2005
Post Graduate Diploma in Computer Application -
Rabindranath Tagore University
04.2001 -
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