SHUBHAM VERMA
Product Support
Jaipur,RJ
Summary
Results-driven Product Support and Customer Support Specialist with a proven track record in troubleshooting technical issues, managing incident lifecycles, and facilitating successful product go-live activities in dynamic environments. Expertise in efficiently resolving complex customer concerns while maintaining high levels of client satisfaction and strict adherence to SLA requirements. Strong collaboration with Product, Engineering, and Operations teams ensures timely issue resolution and fosters a culture of continuous improvement. Recognized for adaptability, proactive problem-solving skills, and a steadfast commitment to delivering reliable, high-quality support that enhances product performance and elevates the overall customer experience.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist /Product Support
Anchor Operating System
04.2025 - Current
- Delivered Tier 1 and Tier 2 product support for SaaS platform, troubleshooting technical issues related to product launch, configuration, and system performance.
- Managed end-to-end incident management lifecycle, including identification, prioritization, escalation, resolution, and post-incident documentation.
- Handled and tracked Jira tickets, performed root cause analysis (RCA), and collaborated with Engineering and Product teams for defect resolution.
- Conducted user acceptance support and assisted clients during onboarding and event build configuration.
- Developed structured troubleshooting documentation using Scribe, detailing known issues and solutions in the knowledge base, contributing to improved first-call resolution and faster ticket closure times.
- Streamlined communication channels between customers and cross-functional teams, ensuring timely updates on product issues and seamless coordination throughout the support process.
Account Service Manager
Companystore.io
03.2024 - 03.2025
- Collaborated with cross-functional teams to implement Agile methodologies, which improved responsiveness to client needs and enhanced overall performance metrics by 42%.
- Integrated CRM data with ERP systems, resulting in a 20% increase in reporting efficiency and a more comprehensive view of customer interactions and sales funnels.
- Built a predictive analytics model with 95% accuracy to forecast sales trends, which supported proactive strategy adjustments and drove better business outcomes.
- Executed contract negotiations with vendors and suppliers, applying cost-benefit analysis and procurement strategies, which led to a 20% decrease in costs and substantial savings for the company and its clients.
- Facilitated constructive feedback sessions between internal teams and clients aimed at improving overall service delivery.
- Implemented data-driven strategies for optimizing account performance, ensuring accurate tracking of key metrics and benchmarks.
Relationship Manager/Student Success Manager
Leap Scholar
06.2023 - 01.2024
- Established 15 strategic partnerships with universities and institutions in the US, UK, and Ireland, significantly expanding program offerings and boosting global academic exchange opportunities by 40%.
- Developed and implemented over 20 diverse study abroad programs in the US, UK, and Ireland, resulting in a 30% increase in student participation and enhanced academic and cultural enrichment.
- Developed and implemented study abroad programs in the US, UK, and Ireland, enhancing students’ academic and cultural experiences through tailored program designs.
- Guided over 100 students through their study abroad journey in the US, UK, and Ireland, ensuring a seamless transition and improving student satisfaction rates by 25%.
Technical Sales Engineer
Skill-Lync
06.2022 - 05.2023
- Managed complex negotiations with enterprise clients, leveraging deep expertise in software architecture and system integration to successfully close deals and secure favorable terms.
- Achieved a 25% increase in deal closure rates and enhanced client satisfaction through tailored solutions and effective communication.
- Developed comprehensive proposals with a deep technical understanding of client requirements, providing tailored solutions for cloud computing and IoT integration challenges, and aligning with client objectives.
- Delivered over 50 high-impact presentations on SaaS solutions, AI-driven analytics platforms, and cybersecurity software, resulting in a 35% increase in client engagement and interest.
- Facilitated workshops on data literacy for the sales team, increasing their ability to interpret data by 40%.
Learning Management System (LMS) Admin and Training Coordinator
Toppr
07.2021 - 06.2022
- Designed and executed strategic plans leveraging LMS and Ed-Tech tools, achieving a 15% boost in student success rates and academic performance across the institution.
- Managed the execution of 20+ virtual events using VLEs and webinar tools, resulting in increased institutional visibility and strengthened partnerships with 200+ educational institutions.
- Designed and executed strategic plans leveraging LMS and Ed-Tech tools, achieving a 15% boost in student success rates and academic performance across the institution.
- Assessed program effectiveness through advanced Learning Analytics and Data Visualization, delivering actionable insights that led to a 30% improvement in program outcomes and institutional performance.
Program Expert
Vedantu Innovations Pvt Ltd
05.2020 - 07.2021
- Leveraged CRM software and strategic marketing techniques to promote educational counseling services, achieving a 35% boost in client engagement and a 25% increase in service adoption.
- Executed targeted marketing campaigns and used CRM software to drive the sales of educational counseling services, resulting in a notable 45% increase in client engagement and a 30% rise in service adoption.
- Analyzed CRM data to identify trends and insights, leading to targeted improvements in student engagement strategies and a 10% increase in retention rates.
- Successfully marketed and sold educational counseling services through CRM software and customized marketing strategies, achieving a 30% rise in customer acquisition and service uptake.
Education
Bachelor of Technology (B.Tech) - Computer Science Engineering
01-2021
Skills
Product Support
Incident Management
Jira
Troubleshooting
Root Cause Analysis
SLA
Go-Live Support
Production Support
Customer relationship management (CRM)
Ticket management
Tracking and documentation
Technical issues analysis
AWARDS & HONORS
Top Sales Analyst – Leap Scholar, 2023, Recognized as Top Sales Analyst for 2023 due to significant advancements in sales forecasting techniques and strategy execution, leading to a 30% enhancement in forecast reliability and a 20% rise in overall sales results.
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Travelling
Photography
Music
Sports
Painting
Software
CRM
Scribe
Stripe
Zendesk
JIRA
Slack
Timeline
Customer Support Specialist /Product Support - Anchor Operating System
04.2025 - Current
Account Service Manager - Companystore.io
03.2024 - 03.2025
Relationship Manager/Student Success Manager - Leap Scholar
06.2023 - 01.2024
Technical Sales Engineer - Skill-Lync
06.2022 - 05.2023
Learning Management System (LMS) Admin and Training Coordinator - Toppr
07.2021 - 06.2022
Program Expert - Vedantu Innovations Pvt Ltd
05.2020 - 07.2021
BBD University - Bachelor of Technology (B.Tech), Computer Science Engineering