Rohit Jadhav

Technical Support:

Provided Level 1 technical support to banking and non-banking financial company (NBFC) clients, addressing and resolving a wide range of technical issues efficiently.

Utilized tools such as G-mail and Salesforce for managing and resolving technical queries through a ticketing system.

Client Data Management:

Employed MongoDB to retrieve and manage client details, ensuring accurate and up-to-date information for effective support and resolution.

Tool Proficiency:

Leveraged various tools including New Relic for performance monitoring, AWS for cloud services, Jupyter Notebook for data analysis, Jira for issue tracking, Salesforce for customer relationship management, and Postman for API testing and troubleshooting.

Client Support Across Platforms:

Delivered technical support to both Platform as a Service (PaaS) and Software as a Service (SaaS) clients, adapting to diverse technical environments and client needs.

Team Leadership and Management:

Lead a team of technical support specialists, overseeing daily operations, mentoring team members, and managing client escalations to ensure high-quality service delivery.

Conducted interviews and participated in the recruitment process to build a skilled and effective support team.

Client Escalation Management:

Managed and resolved client escalations with a focus on swift resolution and customer satisfaction, acting as the point of contact for critical issues and high-priority cases.

Client Interaction and Feedback:

Conducted face-to-face meetings with clients to gain a thorough understanding of their concerns and requirements, ensuring personalized support and improved service outcomes.

Process Improvement:

Identified opportunities for process enhancements and recommended solutions to streamline support operations and improve overall efficiency.

• Provide L1 technical support to HDFC bank to resolve UPI application related issues.
• Working on Lotus mail.Creating and Managing test environment for development and UAT purpose
• Write and execute SQL query to resolve the issue raised by client.
• Co-coordinating with the L2 team for resolving the bugs and defect.
• Monitoring and analysis the log files of products to resolve the problem.