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Technical Product Support Specialist Resume

SUMMARY

  • A self - motivated individual with a passion for customer service,relationship, retention, products & services renewals and Licensing having excellent project management skills.
  • I also cultivate positive customer relationships through clear and helpful communication, addressing inquires, and problem resolution with sound judgment, diplomatic and tactful skills.
  • Throughout my career experience I have also gained expertise on requirements & gap analysis, pre-post product Implementation, Functional QA, Application support, and pre sales skills who understand the importance of consistent communication, building relationships with clients & internal teams to get results.
  • Currently I am working as a Technical Product Support Specialist with the passion to help resolve customer concerns.

TECHNICAL SKILLS

  • Customer Service, Relationship and Onboarding.
  • Adoption, Customer Retention Rate (CRR),VOC.
  • Renewals and Retention,CLV, CSAT and NPS.
  • ROI, CSAT Surveys, Emails, Phone Support.
  • Pre-Post Implementation Planning.
  • Designing Customer Success Plans.
  • Implementation of Jira & Salesforce CRM on cloud.
  • Cloud Services - On-Premise, SaaS, PaaS & IaaS.
  • BI Reporting, Marketing using Salesforce CRM.
  • Master Data Management and Data Governance.
  • Functional Testing(Manual & Automation)
  • Pre Sales, Tableau,RFPs, RFQs & Licensing.
  • Scrum Planning,Code reviews, Test Management.
  • Apps & Products support, Migration & Upgrade.
  • Deployment, SQL DB & Oracle POS Testing.

PROFESSIONAL EXPERIENCE

Technical Product Support Specialist

Confidential

Responsibilities:

  • Designed success plans for customers on critical success factors, critical issues, recommendations.
  • Exceeded annual goals with client renewal rate above 85% for over 20-15 accounts.
  • Conducted demos and pre sales activities for potential newer clients with 80% leading to direct sales.
  • Successfully maintained business for over 20 existing premium customer accounts targeting 90% renewals.
  • Improved applications, services, db upgrade rates by 35% through successful marketing to existing clients.
  • Mitigate issues based on the feedback from customers coordinating with internal teams.
  • Reviewed and Analyzed CSAT data striving to achieve 5/5 Rating
  • Address technical inquiries, concerns of customers by scheduling phone calls, WebEx, Zoom or GTM.
  • Led process improvement, KPI's and problem-solving efforts.
  • Proactively scope and customize technical solutions as required to addressing customer requirements.
  • Assesses customer's needs, and recommend solutions with value for both customer and firm.
  • Managed implementation specialists reviewing pre & post implementation plans on cloud and on-premises.
  • Results-driven product demos for potential and current customers.
  • Initiated payment systems upgrade by recommendations to management and overseeing account progress.
  • Email layout advice on campaign using Salesforce CRM & proactively offered best practice guidance.
  • Tested and deployed html/text based emails as needed by clients.
  • Single POC for customer training, data conversion, setup/configuration and problem solving.
  • Ensured positive customer experience by proactively managing and growing customer relationships.
  • Used Salesforce CRM & Atlassian Jira as cloud systems to track progress.

Software Quality Engineer

Confidential

Responsibilities:

  • Gather requirements enabling development team to customize tools to support the achieve objectives.
  • Conducted application demos for clients with 90% leading to direct sales.
  • Improved apps upgrade rates by 20% through successful marketing of product upgrades to existing clients.
  • Nurtured and motivated junior technical team members to deliver high-quality code.
  • Issue resolution on high priority fixes, test environments and collaborative dialogue with businesses.
  • Develop and maintain positive client relationships at C- levels with existing corporate accounts.
  • Investigate & solve customers' issues, which may be complex or long-standing passed on by a local team.
  • Strong background working in a customer-facing env. driving initiatives to improve customer satisfaction.
  • Implement, run, and manage successful customer pilots with the Sales team to analyze business case.
  • Provide timely account or issue executive summary status reporting to customers and management.
  • Train and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Establishing a trusted adviser relationship to ensure customer's overall satisfaction with products.

Customer Success Specialist

Confidential, Marlborough, MA

Responsibilities:

  • Handled 25-30 calls per day to address customer inquiries and concerns.
  • Worked with team to design salesforce workflows, custom apps & validation rules, email templates.
  • Helped clients on setting up of processes (Lead, Sales & Service) working with development team.
  • Developed custom apps, designed web to case, case assignment Rules.
  • Assisted in Data Import/Export/Updates & worked on system customization.
  • Jira Installation and configuration on cloud, created new projects.
  • Managed 3 QA team members and took ownership of entire test deliverables tracking till closure.
  • Planned, Designed, and Executed Smoke, System, System Integration, and UAT Test Scripts.
  • Generated/Published reports and dashboards.
  • Used Tableau to project the data based on the regions/SKUs sales.

IT Quality Assurance Manager

Confidential

Responsibilities:

  • Develop and maintain positive client relationships at all levels with existing corporate accounts.
  • Automated 20% of smoke test using selenium at the early stage of req.
  • Reduced manual testing effort by 85% by using Test Automation.
  • Identified customer business, technical & functional requirements, and pain to Implement solutions.
  • Reported production malfunctions to managers and production supervisors.
  • Performed day-to-day administration of HP ALM tool & Atlassian Jira tool, Workflows for defect life-cycle.
  • Training of apps, meeting with the audience for impact analysis.
  • Designed metrics dashboards & filters in Jira to provide end-users, leadership with meaningful operational.

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