SOMESH CHALLA
Visakhapatnam
Summary
An experienced Product support, and operations lead with the excellent knowledge in various domains. Handling team, Delivery, Working with the stake holders, customer and client relationship are the main areas have been into. Have worked in application support and trouble shooting as well. Also have good experience in sales, Sourcing, , Scheduling as part of the previous organization.
Looking forward to work for an organization which provides an opportunity to improve skills and knowledge and serve as a spring board to move ahead in the career by providing an interesting career opportunities and harness best of caliber.
Overview
4
4
years of professional experience
Work History
Customer Support Engineer
Townhall
12.2022 - Current
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Generated reports to track performance and analyze trends.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Created user accounts and assigned permissions.
Product Support Specialist
Amzur Technologies
03.2022 - Current
- Serviced SaaS (Software as a Service) Clients which are MNC's.
- Grooming the User Acceptance.
- Handled Customers and Client queries.
- Part of UAT(User Acceptance Testing) Team who tests the product.
- Managed multiple avenues of support requests including telephone, e-mail, client portal, and live chat.
- Assisted Account managers and Client POC's with all support needs.
- Coordinated responses and resources to handle special client requests.
- Troubleshooted by using required tools and checklist resources to properly understand and problem solve issues being reported.
Process Lead
Gene-Thing
03.2021 - 02.2022
- Lead a team of 18 people in the project with assigning the tasks and delivery.
- Worked directly with clients and stake level holders.
- Understanding customers requirements and design solution using platform that meets these needs.
- Identified bottlenecks in operations and come up with improvements and process optimizations.
- Developed and maintained long-term relationships with stakeholders in my account portfolio.
- Managed customer feedback and product needs by providing feature requests to internal teams.
- Managed customer expectations regarding issue resolution time and feature delivery.
- Trained all new associates of batch about product and procedures.
Product Associate
Gene-Thing
07.2019 - 03.2021
- Handling 50 JIRA tickets per day.
- Regular feedback approach to clients and customers.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Resolving client issues.
Education
UG-Diploma - Mechnaical Engineering
Visakha Institute of Engineering & Technology
Visakhapatnam07.2019
Skills
- Delivery
- Analytical and Methodical
- User Experience
- Process Excellence
- Client support
- MS-office
- JIRA Service Desk
- KEKA SaaS Tool
- Slack
- Client Needs Assessment
- Tracking and Documentation
- Help Desk Support
- Client Rapport-Building
Languages
English
Upper intermediate (B2)
Telugu
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Customer Support Engineer
Townhall
12.2022 - Current
Product Support Specialist
Amzur Technologies
03.2022 - Current
Process Lead
Gene-Thing
03.2021 - 02.2022
Product Associate
Gene-Thing
07.2019 - 03.2021
UG-Diploma - Mechnaical Engineering
Visakha Institute of Engineering & Technology
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