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Techincal Support Analyst
SendinBlue• November 2019 - Present
Role and Responsibilities: •Analyse and fix technical issues reported by the Customer Care Team. •Set and monitor the SLAs (response time, quality of the answers etc). •Provide the right tools and create the process to ensure the best quality Tech Support. •Work with the Technical Managers and the Product Owners to categorise and prioritise the tech tickets. •Work with the tech team to track status of product fixes, feature requests, and provide consolidated updates to the customers. •Actively work with the other Tech Support Team members, discuss the feedbacks and drive improvements in the current process. •Be the point of Escalation for the Customer Care to report concerns on support quality or timelines, or for critical issues needing immediate attention.
Senior Software Product Engineer
Rivigo Services Privited Limited• June 2017 - October 2019
Coordinate with teams and resolve all complex application and system issues. Design and maintain expertise in flow of application process and systems related to company. Roles and responsibility • Assist internal users and coworkers, provide a high level of customer service when providing application support • Maintain knowledge of current and new technologies, and research problems and related products required for assistance when necessary • Act as the subject matter expert on applications and process support • Ability to pick up on trending issues and make suggestions for a better process • Prioritize the impact individual issues may have on day to day production • Testing, training, QA, or other special projects as needed • Document and create knowledge base articles and user guide • Provide solutions for major escalations in complex environments in cooperation with development/support • Own training and workshops • Provide first & last level support on production issues • Own, Lead and coordinate operational tasks, customer escalations, process improvements.
Education
Guru Jambeshwar University
Computer Science & Engineering, B.Tech• August 2013 - May 2017
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