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Summary

Highly motivated tech-support professional skilled in troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures.

Work History

2018-06Present

Senior Product Consultant - Pre-Sales Engineer

Freshworks
  • Work closely with Sales team, gather the lead's details and requirements
  • Provide direct Support to the users for initial stage till they are comfortable with the tool
  • Conversion of users from Monthly to Annual subscribers
  • Retention process handled as well to retain the users
  • Analysing the downgraded users about the reason / requirement and provide an effective way to achieve the requirement to happily welcome them back as user
  • Work closely with Product Management team to demonstrate integration
  • Work with Sales and Business Development to qualify business opportunities
  • Suggested various innovation to Marketing team for product campaign

2017-012018-06

Pre-Sales Engineer

Zoho Corporation Private Limited
  • Onboarding New Users by providing a detailed Training about the product
  • Observe the users requirement / workflow to customise the tool for best practices
  • Provide direct Support to the users for initial stage till they are comfortable with the tool
  • Conversion of users from Monthly to Annual subscribers
  • Retention process handled as well to retain the users
  • Analysing the downgraded users about the reason / requirement and provide an effective way to achieve the requirement to happily welcome them back as user
  • Work closely with Product Management team to demonstrate integration
  • Work with Sales and Business Development to qualify business opportunities
  • Suggested various innovation to the Marketing team for product campaign

2015-042016-09

Lead Quality Analyst

Css Corp
  • Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices
  • Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met
  • Act as key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally
  • Lead and mentor QA team members, as well as respective project Leads
  • Plan and implement various strategies to improve standard of support
2013-032015-03

Senior Technical Support Engineer

Css Corp
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Document knowledge in the form of knowledge base tech notes and articles
2011-112012-06

Content Associate

Amazon
  • Responsible  to perform quality checks on web pages and digital content for the e-book reader in Japanese, Chinese as well as English
  • Performs quality check to qualify user experience for content viewing on Kindle
  • Used software tools for quality audit and content editing
  • Team player and came up with improvement ideas to improve the editing/QA process

Education

20152017

M.B.A - Software Management

Indian School of Business Management and Administration
20072011

B.E - Computer Science

Aalim Muhammad Salegh - Anna university affiliated

Skills & Competences

Critical thinking
Creativity
Goal oriented
Technical and analytical skills
Verbal and written communication
Time Management
Leadership

Achievements & Certificates

  • Zoho Recruit - Training Video and Gif (2017)

Have provided technical through .gif for better navigation to users and help articles

Assisted with Zoho Recruit version 5.0 training Video material

  • Zoho Recruit - Passionate Performer (2017)

Found enormous work-arounds and solved various unresolved Technical Issues related to the product

  • Parallels - Customer Satisfaction improvement (2016)

Designed and implemented a successful program on improving customer satisfaction score

  • Evaluation peer-peer (2015)

Introduced an activity to evaluate among fellow Analyst in order to maintain same pace

  • Awarded as workaholic (2015)

For handling 600+ Social Media transactions per day

  • Best Technical Support Engineer (2014)

Have been awarded the best Technical Support Engineer for the year 2014 during the yearly corporate event

Languages

English       Tamil       Hindi

Interests

Photography | Badminton | Table Tennis | Interior design | Carpentry | Video games | Baking