Thejjas Kumar R
Chennai
Summary
Dedicated and results-driven Solutions Engineer with a proven track record in enhancing system efficiency, streamlining workflows, and providing exceptional customer support. Adept at adapting to dynamic environments and consistently delivering top-notch results. Seeking opportunities to leverage technical expertise and creative problem-solving in a forward-thinking company.
Overview
5
5
years of professional experience
Work History
Solutions Engineer
Chargebee
04.2023 - Current
- Spearheaded a project to enhance the Iris Bot's functionality, resulting in a substantial decrease in basic query tickets and improving overall customer support efficiency
- Played a key role in reducing ticket volume by developing a self-serve flow and contributing to the education funnel, effectively addressing a significant portion of incoming queries
- Provided in-depth training to teammates on CRM platforms like Salesforce and HubSpot, as well as on Retention Product, strengthening the team's capabilities and overall performance
- Stepped up to perform lead anchoring duties in the absence of the team lead, ensuring smooth operations and consistent team productivity
- Successfully managed executive-level escalations and P1 issue tickets, delivering prompt and effective resolutions to critical customer concerns
- Delivered tailored Customer Success Management (CSM) support for merchants with an ACV below 50k, ensuring client satisfaction and long-term engagement
- Conducted dynamic product demonstrations and managed end-to-end implementations, driving successful adoption and client onboarding
- Led initiatives to streamline workflows, resulting in significant productivity gains and more efficient processes
- Regularly authored and contributed to monthly knowledge articles, empowering clients with self-service resources and reducing dependency on support
- Worked closely with the development team, offering valuable insights during the testing phase of new features, and identifying and resolving bugs from a client’s perspective to enhance product reliability.
Associate Solutions Engineer
Chargebee
02.2022 - 03.2023
- Delivered expert technical assistance to resolve complex product-related issues, ensuring customer satisfaction
- Fostered strong collaboration with cross-functional teams, leading to exceptional client support and seamless service delivery
- Achieved a significant reduction in team backlog, cutting it down from 600 to 350 within three months, markedly improving team efficiency
- Recognized consistently as the standout monthly performer and honored as one of the Top Performers for the year 2022
- Proactively took up the CRM module to enhance personal skills and better support the team, becoming the single point of contact for any shift within six months of joining.
Associate Technical Support
Tech Mahindra Limited, Telstra
05.2019 - 03.2020
- Managed incoming calls as part of Telstra Customer Support, providing comprehensive assistance
- Offered support with product information, technical troubleshooting, and resolution of order/billing issues and replacements
- Actively participated in both internal and external calibration processes, contributing to the continuous improvement of service quality and consistency.
Education
Bachelor's in Computer Science and Engineering -
Aarupadai Veedu Institute of Technology
Chennai, TN05.2018
Higher Secondary Certificate and Secondary School Leaving Certificate -
Vijayantha Model Higher Secondary School
Chennai, TN01.2013
Secondary School Leaving Certificate -
Nazareth Matriculation Higher Secondary School
Chennai, TN01.2011
Skills
- API, HTML, JavaScript
- MS Excel, Power BI
- Customer Support
- Technical Writing
- Training and mentoring
- Project management
- Client relationship management
- Problem-solving under pressure
- Multitasking and organization
- Highly organized with attention to detail
- Strong communication and confidentiality
- Continuous learner and knowledge sharer
- Self-motivated with logical thinking
Timeline
Solutions Engineer
Chargebee
04.2023 - Current
Associate Solutions Engineer
Chargebee
02.2022 - 03.2023
Associate Technical Support
Tech Mahindra Limited, Telstra
05.2019 - 03.2020
Bachelor's in Computer Science and Engineering -
Aarupadai Veedu Institute of Technology
Higher Secondary Certificate and Secondary School Leaving Certificate -
Vijayantha Model Higher Secondary School
Secondary School Leaving Certificate -
Nazareth Matriculation Higher Secondary School
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