Tarun Jain
Noida
Summary
Product support specialist with extensive experience in resolving complex end-user technical and data issues. Proficient in analyzing specifications and ensuring software version compatibility to effectively address service inquiries. Skilled in analytics, ticketing, and task management, overseeing essential product support and customer interactions. Quality assurance expert focused on optimizing processes to enhance product functionality and meet critical performance metrics.
Also, I am a motivated and resourceful supply chain specialist with several years of expertise managing customs compliance, inventory control, customer service, and transportation logistics. Meticulous team player focused on developing and implementing process controls and quality improvement initiatives that reduce costs and increase company revenue. Reliable and dedicated leader seeking to leverage strong background into a buyer, planner or supply chain role with progressive organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Support Specialist
SAAS LABS US, INC
Noida
07.2024 - 08.2025
- Provided Tier ½ support for JustCall by addressing technical queries and resolving customer tickets on Intercom.
- Troubleshot product-related issues, performed root cause analysis, and escalated complex cases to engineering with detailed diagnostics.
- Collaborated with product and engineering teams to relay customer feedback and enhance product roadmap decisions via Slack.
- Managed billing inquiries, including subscription updates and refunds, ensuring swift resolutions and high customer satisfaction.
- Qualified inbound leads for trial by evaluating use cases and routed them to sales team as necessary.
- Conducted training sessions on product features and best practices for new users.
- Maintained ticketing system to track inquiries and guarantee timely responses.
- Analyzed support trends to identify process improvement opportunities and training needs.
Sales & Ops Intern
PENTAGON FREIGHT SERVICES
Dubai
11.2023 - 06.2024
- Analyzed historical shipping and quote data with Power BI, driving revenue growth of 10 million USD.
- Developed RFQs and SOPs to enhance operational efficiency for sales and operations teams.
- Facilitated communication with key clients, resulting in improved customer satisfaction and retention valued at over 32 million USD.
- Collaborated with leadership on high-value ventures exceeding 10 million USD within oil and gas sector.
- Managed complex supply chain operations, including imports, exports, documentation, and logistics.
- Coordinated multimodal logistics for shipments, ensuring timely delivery across various transportation channels.
Customer Support Specialist
SAAS LABS US, INC
Noida
03.2021 - 11.2022
- Spearheaded optimization of customer experience through strategic policies, boosting CSAT from 60% to 93%.
- Achieved personal best customer satisfaction rating of 98%.
- Optimized KRAs and KPIs to enhance workload management, increasing retention from 60% to 85%.
Business Development Associate
BYJU’S
Bangalore
01.2021 - 02.2021
- Led a team of over 50 members to optimize sales processes, achieving 30% revenue growth.
- Consistently surpassed sales targets ahead of schedule through strategic initiatives.
- Closed two major deals efficiently, contributing to overall sales success.
- Managed comprehensive B2C sales operations, including shipping, logistics, and billing management.
Engineer Intern
DELHI METRO RAIL CORPORATION
Delhi
06.2019 - 07.2019
- Demonstrated expertise in Signals and Systems, focusing on global urban railway operations.
Applied optimization strategies across managerial and technological domains to enhance performance.
Analyzed operational dynamics of urban railways to identify improvement opportunities.
Developed solutions to optimize systems and processes within urban transport frameworks.
Engineer Intern
PUNJAB NATIONAL BANK
Lucknow
06.2018 - 07.2018
- Engineered application and website for Indian Income Tax Department utilizing Apex, ORACLE, DBMS, and SQL.
Education
MBA - Global Logistics And Supply Chain Management
SP JAIN SCHOOL OF GLOBAL MANAGEMENT
Singapore & Dubai11-2024
Bachelor of Technology - Electronics And Communication Engineering
DR A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY
Ghaziabad, India09-2020
Skills
- Supply chain management
- Data analysis
- Customer relationship management
- Project management
- Technical support
- Process improvement
- Team collaboration
- Communication skills
- Escalation management
- CRM software proficiency
- Time management
- Power BI reporting
- Operations optimization
- Demand planning
- Supply chain risk assessment
- Customer service excellence
- Technical troubleshooting expertise
- Workforce management strategies
- Inventory control
Disclaimer
I hereby declare that the details provided by me in this resume are correct and I have knowingly not omitted/ misinterpreted any information. Signature: Tarun Jain
Affiliations
- Gaming
- Gadgets
- Swimming
Certification
- Power BI
- Business Development
- IBM - SPSS
- Blue Oceans Strategy
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Product Support Specialist
SAAS LABS US, INC
07.2024 - 08.2025
Sales & Ops Intern
PENTAGON FREIGHT SERVICES
11.2023 - 06.2024
Customer Support Specialist
SAAS LABS US, INC
03.2021 - 11.2022
Business Development Associate
BYJU’S
01.2021 - 02.2021
Engineer Intern
DELHI METRO RAIL CORPORATION
06.2019 - 07.2019
Engineer Intern
PUNJAB NATIONAL BANK
06.2018 - 07.2018
MBA - Global Logistics And Supply Chain Management
SP JAIN SCHOOL OF GLOBAL MANAGEMENT
Bachelor of Technology - Electronics And Communication Engineering
DR A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY
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