Rishi Patel
Senior Product Support Specialist
Surat
Summary
Results-oriented Senior Product Support Specialist with over 8 years of experience in providing technical support, resolving complex issues, and enhancing customer satisfaction within B2B SaaS environments. Adept at managing high-priority escalations, mentoring junior team members, and implementing efficient support processes to drive operational excellence. Recognized as a Subject Matter Expert (SME) in Product Support, consistently achieving SLA targets, enhancing client retention, and driving product usability improvements. Skilled in problem-solving, technical expertise, and customer-centric approaches to advance organizational goals.
Overview
14
14
years of professional experience
1
1
Certificate
3
3
Languages
Work History
Senior Product Support Specialist
Litera Technologies Pvt Ltd
Chicago, Illinois
12.2020 - Current
• Resolved 95% of Tier 1 and Tier 2 tickets within SLA, achieving a 15% improvement in resolution time year-over-year.
• Delivered expert technical support via Salesforce, phone, email, and remote sessions, maintaining a 98% customer satisfaction score.
• Managed escalated cases with development teams, reducing escalations by 20% through comprehensive troubleshooting.
• Configured IIS for HTTPS binding and resolved connectivity issues with DMS platforms, enhancing system performance.
• Contributed toward the creation of a centralized knowledge base, improving team efficiency by 30%.
• Mentored 5+ junior team members, fostering skill development and enhancing team performance.
Senior eDiscovery Data Analyst
Casepoint India Pvt Ltd
Surat, Gujarat
11.2019 - 09.2020
• Analysed litigation data and prepared load files (.DAT and .OPT) using SQL queries, ensuring 100% accuracy in client deliverables.
• Optimized indexing processes for processed data, reducing turnaround time by 20%.
• Collaborated with cross-functional teams to generate actionable insights through data analysis.
Electronic Data Interchange (EDI) Support
Yosa Technology Solutions Pvt Ltd
Surat, Gujarat
05.2016 - 11.2019
• Provided Level 2 support for missing ERA, claim rejections, and acknowledgment reports, achieving a 90% first-call resolution rate.
• Improved real-time connectivity with payers using SOAP-based web services, enhancing data exchange efficiency.
• Streamlined patient data management processes through SQL and Excel, reducing errors by 25%.
Software Deployment and Support
Magnitude Software
Surat, Gujarat
02.2015 - 04.2016
• Installed software on client systems and configured IIS for application deployment, reducing implementation time by 10%.
• Automated data migration tasks using Excel VBA, improving data handling efficiency.
• Developed demo files to showcase application capabilities, improving client onboarding experiences.
Web Technical Support Specialist
Templatic
Surat, Gujarat
03.2011 - 01.2015
• Resolved client issues with WordPress themes and plugins, maintaining a 95% satisfaction rate.
• Conducted theme and plugin testing for updates, ensuring compatibility and stability.
• Authored support documentation, reducing recurring queries by 20%.
Education
Bachelor of Computer Applications -
Skills
Excellent Interpersonal Communication skills
Troubleshooting
Problem-Solving
Salesforce CRM
JIRA
Webservices (SOAP, WSDL, REST)
SQL queries to fetch data
Analysis through MS Excel
Basic Programming skills
HTML, CSS and Javascript
IIS Configuration
B2B SaaS
Knowledgebase Articles
Escalation management
Remote Technical Support
Analytical Skills
Cross Functional Collaboration
Mentorship and Training
Certification
Google Data Analytics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balanceCareer advancementFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leavePersonal development programsCompany CultureTimeline
Google Data Analytics
08-2024
Senior Product Support Specialist - Litera Technologies Pvt Ltd
12.2020 - Current
Senior eDiscovery Data Analyst - Casepoint India Pvt Ltd
11.2019 - 09.2020
Electronic Data Interchange (EDI) Support - Yosa Technology Solutions Pvt Ltd
05.2016 - 11.2019
Software Deployment and Support - Magnitude Software
02.2015 - 04.2016
Web Technical Support Specialist - Templatic
03.2011 - 01.2015
IGNOU - Bachelor of Computer Applications,