Sagar MN
Bangalore
Summary
Experienced Technical Customer Support Specialist with a proven track record in enterprise and premium customer service. Expert in effective communication and cross-functional collaboration to deliver comprehensive solutions. Strong analytical and problem-solving skills for efficient issue resolution. Proficient in CRM systems and ticketing platforms. Committed to continuous learning and keeping pace with evolving technologies.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Customer Support Specialist
Amazon Web Services (AWS)
10.2022 - Current
- Provided proactive and reactive support to premium (Enterprise, Developer, and Business) customers for complex AWS Marketplace and Route 53 inquiries via email and screenshare
- Established strong client relationships to grasp business needs and technical challenges, ensuring delivery of required solution
- Conducted thorough analysis of Enterprise customer accounts to drive solutions and optimize cost
- Collaborated cross-functionally with external partners (Registrar Partner), sales teams, internal service groups, and Technical Account Managers (TAMs) to resolve issues on timely manner and ensure seamless operations
- Led projects enhancing customer experience and internal KPIs, driving measurable improvements
- Facilitated communication during critical launches and support events, ensuring smooth operations
- Proposed and worked on streamlining workflows that accelerated issue resolution and customer satisfaction
- Certified as Subject Matter Expert (SME) for AWS Marketplace and Route 53, providing critical support and guidance to the team
- Supported team development as a certified Mentor and Trainer, fostering continuous skill growth and knowledge enhancement
- Partnered with managers and senior leadership to analyze trends and issues, contributing to strategic decision-making
- Developed and maintained documentation and SOPs to optimize operations and facilitate knowledge transfer
- Experienced Technical Customer Support Specialist with a proven track record in enterprise and premium customer service
- Expert in effective communication and cross-functional collaboration to deliver comprehensive solutions
- Strong analytical and problem-solving skills for efficient issue resolution
- Proficient in CRM systems and ticketing platforms
- Committed to continuous learning and keeping pace with evolving technologies
Technical Customer Support Associate
Amazon Web Services (AWS)
10.2020 - 09.2022
- Provided responsive support for AWS Marketplace and Route 53 inquiries via emails, calls, and chats
- Conducted root-cause analysis of customer issues, identified areas for improvement, and delivered actionable feedback to business and development teams
- Initiated developments and updates of company policies to enhance customer satisfaction and improve service quality
- Proposed innovative solutions for new tools, processes, and features that enhanced customer experience, supported by thorough data analysis
- Mentored and trained new hires to ensure compliance with company policies and promote a collaborative work environment
- Acted as the primary liaison for cross-departmental teams seeking assistance with AWS Marketplace and Route 53 queries
Education
Bachelor of Engineering - Computer Science and Engineering
University Visvesvaraya College of Engineering (UVCE)
09-2020
Diploma - Computer Science and Engineering
Dayananda Sagar Institute of Technology (DSIT)
06-2017
Skills
- Detail-oriented
- Team player
- Interpersonal communication
- Project Management
- Mentoring
- Innovation
- Problem solving
- People management
- Adaptability
Certification
- AWS Certified Cloud Practitioner
- AWS Support Engineering - Train The Trainer
- AWS Support Engineering - Mentor Accreditation Program
Hobbies and Interests
- Automobile enthusiast
- Gadget head
- Traveling
- Photography
- Gaming
Languages
- English
- Kannada
- Hindi
Timeline
Technical Customer Support Specialist
Amazon Web Services (AWS)
10.2022 - Current
Technical Customer Support Associate
Amazon Web Services (AWS)
10.2020 - 09.2022
Bachelor of Engineering - Computer Science and Engineering
University Visvesvaraya College of Engineering (UVCE)
Diploma - Computer Science and Engineering
Dayananda Sagar Institute of Technology (DSIT)
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