R. Yathish Kumar
Product Specialist L2 | TatvaCare
Bangalore,KA
Summary
Dynamic Product Specialist with a proven track record at Practo Technologies, excelling in technical support and process optimization. Adept at resolving complex issues and enhancing user experience through effective communication and cross-functional collaboration. Skilled in JIRA project management, driving product improvements that elevate customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Specialist L2 | TatvaCare
Digicare Health Solutions Pvt. Ltd
Bengaluru
06.2025 - Current
- Function as critical escalation resource for intricate product issues raised by doctors, applying expert troubleshooting and thorough technical analysis to achieve prompt resolution
- Facilitate onboarding and extensive training programs for medical professionals, ensuring seamless adoption and efficient utilization of TatvaCare’s healthcare solutions.
- Oversee full Jira ticket lifecycle, duplicating issues, verifying root causes, and orchestrating resolution initiatives across product, development, sales, and management teams.
- Reformulate user feedback and field insights into structured product requirements, working alongside product team to prioritize enhancements and delineate clear timelines for feature delivery.
- Compile and update comprehensive product documentation, onboarding materials, and solution guides, bolstering internal teams and customers with current resources.
- Facilitate ongoing product enhancement by proactively assessing recurring issues, recommending process optimizations, and advocating for customer-focused innovation.
- Nurture strong cross-functional partnerships to promote collaboration and streamline problem-solving in a fast-paced digital healthcare setting.
Subject Matter Expert
Practo Technologies Pvt
Bangalore
07.2024 - 05.2025
- Ensured continuous team operations, aiding overall productivity while the Team Leader was not available.
- Supervised critical social media escalations and preserved timely resolution.
- Synchronized efforts with tech team in troubleshooting technical issues via JIRA platform
Senior Product Support Specialist
Practo Technologies Pvt
Bangalore
08.2023 - 06.2024
- Managed L2 escalations to resolve intricate problems encountered by healthcare experts while ensuring their fulfilment
- Provided technical support to customers and internal teams on product issues.
- Assisted in developing detailed product documentation, user guides and training materials.
Product Support Specialist
Practo Technologies Pvt
Bangalore
05.2021 - 08.2023
- Delivered full support to medical staff, handling technical issues, overseeing payment accounts, and resolving urgent matters.
- Skillfully managed floor operations, providing support for crossfunctional teams as they dealt with diverse product challenges.
- Provided technical support to customers via phone, email and chat.
Customer Care Representative
G7 CR TECHNOLOGIES PVT LTD
Bangalore
04.2018 - 04.2019
- Ensured smooth and satisfactory resolution of customer complaints through effective communication skills.
- Utilized conflict resolution skills to effectively mediate disputes between restaurant owners and delivery executives, resulting in improved operational efficiency and increased customer satisfaction.
- Effectively resolved various product-related issues by providing extensive floor support to new team members.
Education
Bachelor of Commerce - Commerce
Monad University
Bangalore10-2020
High School Diploma -
KENDRIYA VIDYALAYA MEG & CENTRE BANGALORE
Bangalore03-2016
Skills
- Advanced Excel and G Suite
- Process optimization and improvement
- Customer focus and relationship management
- Technical support and troubleshooting
- Project management and JIRA
- Root cause analysis
- Effective communication skills
- User training and product documentation
- Issue resolution and conflict resolution
- Cross-functional collaboration
- Product enhancement and demonstrations
- Sales support
Certification
- Microsoft Excel - Excel from beginner to Advanced
Reward & Recognitions
- Value Champ Award
Accomplishments
- Spot Award
- ACE Award
Language
- English
- Hindi
- Kannada
- Tamil
Timeline
Product Specialist L2 | TatvaCare
Digicare Health Solutions Pvt. Ltd
06.2025 - Current
Subject Matter Expert
Practo Technologies Pvt
07.2024 - 05.2025
Senior Product Support Specialist
Practo Technologies Pvt
08.2023 - 06.2024
Product Support Specialist
Practo Technologies Pvt
05.2021 - 08.2023
Customer Care Representative
G7 CR TECHNOLOGIES PVT LTD
04.2018 - 04.2019
Bachelor of Commerce - Commerce
Monad University
High School Diploma -
KENDRIYA VIDYALAYA MEG & CENTRE BANGALORE
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