Jira
Sai Charan
Hyderabad
Summary
Demonstrates a diverse skill set in product and project management, strategic problem-solving, and cross-functional collaboration. Recognized for driving innovative solutions, leading impactful initiatives, and maintaining a strong commitment to excellence. A proactive and adaptable professional, eager to take on new challenges and contribute to organizational success with passion and determination.
Overview
4
4
years of professional experience
Work History
Product Support Specialist
GoAudits - GA Labs Pvt Ltd
06.2023 - Current
- Handled approximately 50 customer queries every day with a positive attitude, focusing on customer satisfaction.
- Created user accounts and assigned permissions and other configurations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Documented knowledge in the form of FAQs and knowledge base articles for future references.
- Troubleshot incidents reported by end-users to schedule customer account changes and identify permanent solutions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Handled online chat queries daily while providing excellent customer service.
Product Support Specialist
Navi Technologies
11.2022 - 05.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Offered assistance in implementing and developing training programs.
- Performed root cause analysis of reported issues to enact corrections.
- Generated reports to track performance and analyze trends.
Technical Support Representative
Sachi Info
03.2021 - 10.2022
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over emails and chats.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple incidents simultaneously, worked independently and drove results.
Education
Bachelor of Technology - Mechanical Engineering
KSRM College of Engineering
Kadapa, India05-2019
Skills
- Customer Account Configuration
- Communication
- Problem-solving
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge and training
- Handling escalation
- Product troubleshooting
Software
Freshdesk
Zoho Workspace
MS Office
Power BI
C#
HTML/CSS
MS Teams/Zoom/G-Meet
Slack
Languages
English
Telugu
Hobbies
- Reading Books
- Travelling
- Photography
Timeline
Product Support Specialist
GoAudits - GA Labs Pvt Ltd
06.2023 - Current
Product Support Specialist
Navi Technologies
11.2022 - 05.2023
Technical Support Representative
Sachi Info
03.2021 - 10.2022
Bachelor of Technology - Mechanical Engineering
KSRM College of Engineering
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