Susheel Shindhe
Mangaluru
Summary
As a diligent Technical Support Specialist with over 3.5 years of experience in the SaaS industry, I have acquired extensive expertise in efficiently resolving problems, troubleshooting backend website issues, and addressing email concerns. Additionally, seven-year experience in managing my own firm has instilled in me the priority of customer requirements and honed my ability to skillfully interact with customers. Through friendly persuasion, I adeptly deescalate situations, ensuring a smooth transition and ultimately delivering enhanced customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Glowtouch Technologies
02.2019 - 11.2023
- Providing prompt customer response over live chat, phone and client portal by troubleshooting and resolving issues related to domain, website and email hosting to ensure uninterrupted functionality
- Handling 4 concurrent chats in addressing customer inquires, resolving issues and providing necessary information. Average 40 inquiries per day.
- Resolving wordpress related issues and complaints concerning plugins, database, optimization etc. And documenting interactions for future reference.
- Aided in registering new domains and facilitating signups for new hosting accounts, while guiding customers through onboarding processes to ensure smooth navigation of their hosting account tools
- Assisting with managing storage, Backups, Restore, Security and DNS
- Facilitating escalation of issues to higher tiers, while effectively coordinating between appropriate management teams to expedite resolution time.
- Providing clear explanations and guidance to customers, especially when escalated cases requires extended time for resolution due to complexity of issues
- Collecting Voice of Customer (VOC) feedback and effectively communicating it to upper management to prompt necessary action steps to meet customer needs
- Proactively generating sales through combination of new customer acquisitions, leads submission, upselling, and cross-selling hosting products.
- Mentored a group of 17 agents to enhance their confidence in sales pitches, resulting in 25% improvement in their performance within one month time.
Proprietor
Bhavani Engineering Works
01.2012 - 10.2018
- On site visits for measurements of steel components as required by customers
- Procurement of materials (MS, SS, Aluminum) cutting, bending, welding, grinding, painting and erection on site
- Steel components: staircase railing, window and door grills, balcony railing, sheet metal works, rolling shutters, gates, car shed doors and truss works
- Managing and overlooking works starting from material procurement, fabrication and on time delivery to site
- Maintaining cost efficiency, manpower, time and quality
- Ensuring safety of workers and successful customer satisfaction
- Billing and payments
- Overcoming any problems by adapting to site and situational conditions, and improvising by alternate planning to achieve end results
- Led a team of workers involving 7 skilled and 11 semi skilled labors and 1 foreman.
Junior Engineer
B.E.Billimoria & Co. Ltd
06.2009 - 10.2011
- Worked on site with planning, managing and executing works related to construction of 2 apartment towers of 17 floors each
- Overlooked works related to excavation, laying of reinforcements, shuttering [wooden, metal and mivan] and getting jobs tested and passed by client engineers for casting concrete [foundation, walls, columns, beams and slabs]
- Planning and assigning works to Masons and labors, And overcoming any delay in work by adjusting available manpower and equipment by proactively engaging with other senior engineers
- Coordinating between various teams of sub contractors to complete works in time [water proofing, plumbing, electrical wiring, steel fabrication, external painting, door frame fixtures, fire safety]
- Getting completed works checked by client engineers and successfully handing over flats after flooring, painting, plumbing and electrical fixtures
- Preparing bills after handing over of flats to clients
- Actively engaged between interior design and marketing teams after flat handover works
- Ensuring safety of workers and all involved members by conducting regular drills and evacuation procedures.
Education
B.E in construction Tech & management -
Sri Jayachamarajendra College of Engineering
Mysuru04.2009
XII Th Board
Sharada Pre University College
Mangaluru05.2005
Skills
- Used CRM, BPM and helpdesk tools [Genesys, Salesforce and Pega] for technical troubleshooting
- Worked with SaaS model to resolve customer issues Google workspace, office 365, Account manager, etc
- Excellent knowledge in hosting control panels
- CDN tools [cloudflare, Sitelock] and page caching and good knowledge of DNS, Domains manager
- SSH client tool like putty, MobaXterm
- Web Servers : Apache2, Nginix Email servers : smtp, IMAP, POP3, webmail, Email clients : outlook, thunderbird, etc
- Cloud Services: Amazon Web Service, computing, Storage, LAMBDA, Load Balancing, Dockers and Containers, RDS, KMS, backup and restore, ADDS
- AWS Tools: VM (windows and Linux), EC2, S3, EBS, AMI, EFS,
- Cloud Watch, CloudFront, etc
- AWS Networking services: Amazon VPC, Route53, ELB Load Balancers, Internet Gateway, NACL, NAT, End Point
- IAM, RDP client
Certification
- RHCE Red Hat Certified Engineer, 10/2021
- AWS Certified Solutions Architect, 04/2024
Accomplishments
- 2019: Young achiever of the year.
- 2020: Best sales representative of the year.
- 2021: Best sales representative of the year.
- 2022: Best customer driven representative of the year.
- My chats were selected by QA team as an example of how to handle frustrated customer.
- Mentored a team of 17 junior agents to gain confidence in dealing with customers and generating sales and leads.
Soft Skills
Observation.
Decision making.
Communication.
Multi-tasking.
Reading comprehension.
Active Listening.
Time Management.
Adaptability.
Negotiation.
Strategic Planning.
Quick learning.
Critical Thinking.
Problem solving.
Languages
English
Hindi
Kannada
Marathi
Tamil
Tulu
Timeline
Technical Support Specialist
Glowtouch Technologies
02.2019 - 11.2023
Proprietor
Bhavani Engineering Works
01.2012 - 10.2018
Junior Engineer
B.E.Billimoria & Co. Ltd
06.2009 - 10.2011
B.E in construction Tech & management -
Sri Jayachamarajendra College of Engineering
XII Th Board
Sharada Pre University College
- RHCE Red Hat Certified Engineer, 10/2021
- AWS Certified Solutions Architect, 04/2024
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