About
Detail-oriented Support Engineer with 3.5+ years of hands-on experience in IT support, ERP application troubleshooting, and customer service delivery across the Track & Trace domain. Skilled at managing end-to-end support workflows — from ticket creation in JIRA to RCA and permanent resolution — while maintaining SLA compliance. Proficient in SQL-based data validation, API troubleshooting with Postman, and cross-browser compatibility testing. Strong communicator with experience handling voice and non-voice support channels, conducting UAT demonstrations, and training end-users. Adept at working in Agile/Scrum environments and collaborating cross-functionally with developers, PMs, and business analysts to ensure service excellence.
Skills & Expertise (35)
Work Experience
Support Engineer / Junior Executive – QA & Client Support
Clians
Dec 2022 - Present
Managed end-to-end customer and client support across voice and non-voice channels, ensuring accurate and professional resolution of inquiries, complaints, and technical issues. Delivered clear and empathetic communication to end-users, clients, and stakeholders — maintaining high Customer Satisfaction (CSAT) scores throughout project lifecycle. Conducted UAT (User Acceptance Testing) demonstrations and training sessions for new users, explaining system features and workflows in non-technical language. Handled escalated support cases, providing timely resolution while keeping clients informed at every step — reducing escalation rate by proactively managing expectations. Managed full JIRA ticket lifecycle — from issue logging, assignment, and prioritization through resolution and closure — ensuring SLA adherence and zero missed deadlines. Performed structured Root Cause Analysis (RCA) on high-priority production incidents, identifying permanent solutions to prevent recurrence and reducing repeat ticket volume. Monitored live production environments proactively, identifying incidents early and escalating to the development team to minimize system downtime and service disruption.
Education
Bachelor of Technology (B.Tech) - Sai Spurthi Institute of Technology, JNTU Hyderabad
- · Afghanistan
Certifications
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Citizen
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Skills (35)
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