SRISHAN K. B

• Handle incoming technical support tickets via Salesforce and Zendesk.
• Troubleshoot and resolve technical issues reported by customers or internal stakeholders promptly and effectively.
• Escalate complex technical issues to appropriate teams (e.g., Development, Product) for further investigation and resolution.
• Maintain detailed records of support tickets, including issues reported, troubleshooting steps taken, and resolutions provided.
• Configure JSON settings and parameters according to customer requirements and system specifications.
• Work closely with customers and internal teams to understand JSON configuration needs and translate them into actionable configurations.
• Test and validate JSON configurations to ensure they meet quality standards and adhere to best practices.
• Manage user access permissions and privileges for Client's systems and platforms.
• Process user access requests, including creating new user accounts, modifying existing accounts, and deactivating accounts as needed.
• Create and maintain documentation, including troubleshooting guides, FAQs, and knowledge base articles, to facilitate efficient resolution of common technical issues.
• Continuously update documentation and knowledge base resources to reflect changes in Urbint's products, services, and processes.
• Collaborate closely with cross-functional teams, including Development, Product Management, and Quality Assurance, to address customer issues and improve product quality.
• Participate in team meetings, stand-ups, and collaborative sessions to share updates, discuss priorities, and coordinate efforts.
• Provide input and feedback to inform product enhancements, bug fixes, and other improvements based on customer insights and support experiences.

*Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner.

*Ensure a high level of customer satisfaction through effective communication and problem resolution.

*Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact.

*Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.

*Diagnose and resolve technical issues related to product, applications, and infrastructure.

*Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.

*Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides.

*Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.

*Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures.

*Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.

*Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers

• Insightful Information on Razorpay Products.

• Handling technical and integrations tickets through a Freshdesk and fresh Chat.

• Provided expert analysis to troubleshoot technical and functional-related issues and problems, including finding and fixing bugs in base product.

• Checking logs in Sumologic to find out theroot cause for any of theissues related to payments.

• Identifying issues and raise issues of concern to patient safety to my manager/appropriate person.

• Have been customer satisfaction champion for 15 months consecutively.

• Have worked on API integration-related issues.

• Perform Web-based and Application-based development of software products and provide support and resolution to customer issues.

• Experienced in working with thefast-paced AGILE development environment.

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• Deploying the patches for the application.
• Manual backup of the day wise data.
• Extracting the count of the previous day and sending daily report.
• Monitoring the server for gateway disconnection, server load and troubleshooting the issue.
• Monitoring CPU usage, Disk free of the production server and maintaining records at regular intervals.
• Monitoring the incoming request from the bank server and intimating the concerned team when there are no requests.
• Providing the logs for a particular account regarding the delivery status of the messages.
• Coordinating with gateway operators and routing managers regarding SMS submission
• Checking data replication between DC and DC Failover servers.
• Message logs simplification to find out Delay.
• Resolving customer issues regarding non-delivery of messages by basic troubleshooting.
• SMSC and Virtual Mobile number Connections configuration.
• SQLBOX configuration.
• Handling customer complaints via emails and through calls.
• Escalating the customer issues to SMSC for non-delivery of messages.
• Handling Billings and reports.