Prakash Kumar Varkala
Hyderabad,Telangana
Summary
Adept Technical Support Specialist with a proven track record at Insta Global Source Pvt Ltd, where I enhanced customer experience through expert application performance testing and seamless software integration. Skilled in API utilization and HTML, I significantly improved SaaS application usability and customer satisfaction. My strong problem-solving abilities and dedication to quality assurance have consistently resulted in positive client feedback and repeat business.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Insta Global Source Pvt Ltd
02.2021 - Current
- Assisted customers in the onboarding process, guiding them through the setup and configuration of the SaaS Application
- Integrated logistic Application (SaaS based platform) with other POS systems such as Stories, Profit on server, Gers
- Worked on the data formats such as XML, CSV, JSON, APIs using postman, S3 browser and File Zilla Applications
- Knowledge on HTML code to make necessary codes changes to fulfil the client requirements
- Providing assistance to the customers who experiences technical issues with Logistic software and its Mobile app through email (Zen desk ticketing tool) and call.
- Tested mobile app issues in android and IOS devices to find the root cause of the issue
- Performance monitoring using our own tool named OPSMON.
- Interacted with various internal teams like development team & QA to troubleshoot and/or resolve customer requests in the upcoming rollouts
- Used JIRA application to track escalated tickets and document actions
- Functional and Regression testing of UI & mobile app after the new rollout and report the test results to the development team.
- Develop and update support documentation, FAQs, and knowledge base articles.
- Debugging the log errors, reporting bugs to dev team via JIRA.
- Generating customer reports by making changes in the code as per the customer request
- Helped in creating KT documentations/self help documents for customers
- Implemented best practices for managing user accounts and security access levels across multiple platforms and applications.
- Ensured compliance with data privacy regulations when handling sensitive information.
Customer Support Executive
Pranab Overseas Pvt Ltd
04.2019 - 01.2021
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Handled inquiries related to export logistics, shipping schedules, and documentation.
- Provided exceptional support via email, phone, and chat to address client needs
- Track shipments and provide regular updates to clients regarding their status
- Proactively identified potential issues and work with clients to find solutions.
- Maintained detailed records of customer interactions and follow-up actions in CRM systems.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor Of Computer Science -
North East Frontier Technical University
2018
Skills
- Application performance testing
- Software integration
- Knowledge on APIs
- Basics of HTML
- Customer experience
- Queue management
- Quality Assurance
- End user training
- Custom scripts & Applications
- API integrations
- Postman application
- Data formats such as JSON,XML,CSV
- Security standards
- MSSQL DBA
- Knowledge on SQL Queries
- Data Export and Import using API and CSV
Timeline
Technical Support Specialist
Insta Global Source Pvt Ltd
02.2021 - Current
Customer Support Executive
Pranab Overseas Pvt Ltd
04.2019 - 01.2021
Bachelor Of Computer Science -
North East Frontier Technical University
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