RAHUL BABU A H
Mannur
Summary
Customer Support and Technical Support Specialist with over 5 years of experience delivering empathetic and efficient service across healthcare, SaaS, and B2C domains. Proficient in resolving technical issues, managing ticketing platforms like Zendesk and Salesforce, and improving customer satisfaction and retention. Adept at cross-team collaboration, system troubleshooting, process optimization, and client communication. Known for proactive documentation, strong ownership, and mentoring capabilities. Seeking a customer or technical support role in a dynamic, growth-oriented organization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Twins Digital Services India Pvt Ltd
09.2023 - 09.2024
- Delivered Tier 1 product support for mobile application users, handling 50+ weekly tickets with 95% first-contact resolution.
- Maintained 98% SLA adherence while supporting app onboarding and troubleshooting for end users.
- Suggested 5+ product improvements to dev teams, reducing user complaints by 15%.
- Researched, verified, and documented product issues; contributed to internal knowledge base.
- Participated in team huddles and client calls; supported onboarding and training of new hires.
- Created self-help guides and FAQ articles to streamline support and reduce ticket volume.
Executive Support Engineer
Firstsource Solutions
01.2023 - 07.2023
- Resolved 50+ weekly client-reported technical issues in Salesforce and internal platforms.
- Maintained 92% CSAT by providing accurate, timely solutions and clear client updates.
- Documented actions in case tracker for future reference and audit readiness.
- Escalated Level 2 and development-related issues using Jira; monitored resolution SLAs.
- Facilitated Active Directory access requests and ERP system navigation via Zoom/Teams sessions.
Product Support Analyst
Athenahealth Technology
05.2022 - 01.2023
- Troubleshot HL7 interface errors and system issues for Athena Collector, reducing downtime by 20%.
- Authored internal knowledge base articles, improving support team efficiency.
- Resolved 40+ Salesforce tickets weekly with consistent SLA performance.
- Contributed to process improvement by identifying root causes and refining workflows.
Customer Service Associate
Amazon Development Center (India)
09.2020 - 05.2022
- Handled 100+ daily inquiries across email, chat, and phone with high customer satisfaction.
- Supported global customers in US, Canada, India, and Germany using Rosetta for translation.
- Processed refunds, replacements, and resolved post-order issues within company policy.
- Simultaneously managed 3-4 chat sessions with an average handling time under 8 minutes.
- Performed additional duties as assigned by management team.
- Provided information about products and services available to customers.
Client Partner
Access Healthcare Services
03.2017 - 09.2018
- Initiated insurance follow-ups to resolve billing issues and claim denials.
- Collaborated with billing and coding teams to reduce errors and expedite processing.
- Achieved 100% compliance during audits through accurate documentation and reporting.
- Participated in regular training and compliance refreshers, and contributed to team productivity goals.
Education
Bachelor of Science - Information Technology
Gobi Arts And Science College
Gobichettipalayam01.2016
Skills
- Technical troubleshooting
- SLA and ticket management
- Cross-functional collaboration
- Knowledge base maintenance
- Empathy-driven communication
- Incident and escalation management
- Chat and email support
- Process optimization
- Internal documentation and reporting
- User onboarding
📊 Additional Responsibilities
- Managed and coordinated TSAs (Technical Support Associates) to efficiently service customers across designated physical routes, ensuring timely and quality support delivery
- Created and distributed daily SLA reports to management, maintaining transparency, and driving service improvements
- Coordinated the dispatch of Net Promoter Score (NPS) surveys to customers, and compiled weekly analytical reports to identify trends in customer satisfaction
- Collaborated with cross-functional teams to optimize the customer journey and enhance feedback loops using insights derived from NPS data
🛠️ Technical Skills
- Tools & Platforms: Zendesk, Salesforce, Jira, Zoho Desk, Confluence, Mixpanel, Active Directory
- Operating Systems: Windows (10/11), Linux (Ubuntu, Zorin)
- Programming/DB: SQL, Java, C, C++, SQL Querying
- Others: Syntellis Axiom ERP, MS Office Suite, Adobe Photoshop, CorelDRAW
📜 Declaration
I hereby declare that the information mentioned above is correct to the best of my knowledge, and I bear the responsibility for the correctness of the particulars mentioned in this resume
Certification
- Zendesk Customer Service Professional Certificate
- Certified Customer Service Specialist (CSS) – Pro5.ai
🌐 Languages
Tamil
First Language
English
Advanced (C1)
C1
Malayalam
Beginner (A1)
A1
French
Beginner (A1)
A1
Timeline
Product Support Specialist
Twins Digital Services India Pvt Ltd
09.2023 - 09.2024
Executive Support Engineer
Firstsource Solutions
01.2023 - 07.2023
Product Support Analyst
Athenahealth Technology
05.2022 - 01.2023
Customer Service Associate
Amazon Development Center (India)
09.2020 - 05.2022
Client Partner
Access Healthcare Services
03.2017 - 09.2018
Bachelor of Science - Information Technology
Gobi Arts And Science College
Similar Profiles
N. SanjeeviN. Sanjeevi
Associate MIS at Twin Health (Twins Digital Services India Private Limited)Associate MIS at Twin Health (Twins Digital Services India Private Limited)
Atif AliAtif Ali
Mastering Technician at Quiver Digital Solutions India Pvt Ltd.(A Premiere digital services Company)Mastering Technician at Quiver Digital Solutions India Pvt Ltd.(A Premiere digital services Company)
Amit KambleAmit Kamble
Software Engineer at Natwest Digital Services India Pvt LtdSoftware Engineer at Natwest Digital Services India Pvt Ltd
PRITHIVIRAJ JAYARAJPRITHIVIRAJ JAYARAJ
Intern at SAKURA AUTOPARTS INDIA PVT. LTDIntern at SAKURA AUTOPARTS INDIA PVT. LTD
Kelley BuchananKelley Buchanan
Product Support Specialist at WiseTech GlobalProduct Support Specialist at WiseTech Global