Product Support Executive with a B.E. in Electronics & Communication and hands-on experience in technical troubleshooting, client support, and product issue resolution. Skilled in remote support, ticketing systems, and cross-team collaboration. Passionate about technology, continuous learning, and delivering exceptional customer experiences.
Hi, I’m
Shakil Ahamed
Product Specialist @Freshworks | Former Product Support Executive @Ceipal
Chennai,TN
Summary
Overview
2
years of professional experience
4
years of post-secondary education
Work History
Freshworks
Product Specialist
10.2025 - Current
Job overview
Ceipal Software Pvt. Ltd
Product Support Executive
07.2024 - 10.2025
Job overview
1. Helped clients to solve technical problems over email, phone, and remote sessions, making sure their hardware, software, and network issues were quickly fixed.
2. Assisted clients with technical queries, including account setup and password issues, to ensure smooth onboarding.
3. Collaborated with development teams to replicate and resolve customer-reported bugs and escalated unresolved issues with detailed documentation.
4. Delivered training and technical guidance to clients and internal staff, improving system usage and operational efficiency.
5. Developed and maintained knowledge bases and FAQs to support self-service and reduce repetitive queries.
6. Analyzed client usage and feedback alongside market demands to recommend strategic product enhancements that optimize user experience and feature value.
Bytize Technology Solutions Pvt. Ltd.
Technical Support Engineer Intern
03.2024 - 05.2024
Job overview
1. Provided technical and product support to customers.
2. Researched and identified solutions to software and hardware issues.
3. Conducted product training for both customers and resellers.
4. Diagnosed and analyzed the technical issues.
5. Collaborated with experienced technical support engineers and cross-functional teams.
6. Debugged and documented the issues.
Timeline
Product Specialist
Freshworks
10.2025 - Current
Product Support Executive
Ceipal Software Pvt. Ltd
07.2024 - 10.2025
Technical Support Engineer Intern
Bytize Technology Solutions Pvt. Ltd.
03.2024 - 05.2024
Jeppiaar Engineering College
Bachelor of Engineering from Electronics And Communication
08.2020 - 05.2024
Education
Jeppiaar Engineering College
Bachelor of Engineering from Electronics And Communication
08.2020 - 05.2024
University Overview
Skills
Technical Troubleshooting (Hardware & Software)
Remote Support Tools (Zoom , AnyDesk, etc,)
Ticketing Systems
Product Installation & Configuration
Client Service Optimization
Client Relations and Retention
Time Management & Prioritization
Collaboration with Cross-Functional Teams
Documentation & Reporting
Continuous Improvements
Languages
English
Upper intermediate (B2)
Software
Ticketing Systems
Jira
Eclipse
Visual Studio Code
Message Bird
Crisp
Oracle SQL
Git/ Github
Microsoft Office/ Google Docs
Certification
1. Qupits Tech Solutions - C, C++, Java, Python
2. Veranda - Cloud Essentials
3. Cisco - Network Essentials
4. Great Learning - Excel for beginners