About
Technical Support Engineer with 4 years of experience in enterprise SaaS support, customer issue resolution, consultative sales, and customer retention. Skilled in troubleshooting application, connectivity, and configuration-related issues, incident management, customer communication, cross-functional collaboration, and delivering timely resolutions while ensuring a high-quality customer experience.
Skills & Expertise (15)
Work Experience
Technical Support Engineer – Sales Enablement
Teleperformance (Adobe)
Jul 2022 - Apr 2026
Delivered technical support for enterprise SaaS applications, resolving customer issues related to application performance, connectivity, configuration, and integrations while identifying opportunities for upselling and subscription renewals. Managed customer retention, objection handling, and sales conversations while troubleshooting complex technical issues using log analysis, monitoring tools, and systematic debugging, ensuring SLA adherence and high customer satisfaction. Managed incidents through ticketing systems, maintained technical documentation, and created knowledge base articles to improve support efficiency and customer experience. Provided customer-facing technical assistance through calls, emails, and remote sessions, including support for APIs, networking, DNS, VPN, and file transfer issues in a 24x7 support environment.
Sr. Branch Operation Executive
Poonawala Fincorp Ltd.
Jan 2019 - Jun 2022
Managed cashier operations, B2C customer interactions, and support activities, including daily cash handling, transaction processing, account records, resolving customer queries, cross-selling financial products, and ensuring accurate documentation with required KYC details. Prepared daily, weekly, and monthly reports, maintained cashbook receipts and payments, used Excel and digital tools for record-keeping, generated sales leads, supported audits, and ensured compliance with organizational policies, procedures, and regulatory guidelines.
Branch Operation Executive
HDB Financial Services Ltd
Mar 2018 - Jan 2019
Established long-term client relationships through consistent delivery of high-quality products and services. Enhanced customer satisfaction by streamlining communication channels and improving response times. Maintained confidentiality of sensitive information, adhering strictly to company policies regarding data protection and privacy.
Transaction Officer
Fullerton Credit Co-operative Society
Aug 2015 - Mar 2018
Enhanced transaction efficiency by streamlining processes and implementing best practices. Generated reports covering details about data, system operation, and error monitoring. Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
Computer Operator & Cashier
Sanjeevani Credit Cooperative Society
Aug 2013 - Mar 2015
Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
Education
B.Sc., Biology - Samrat Prithviraj Chauhan College
2014 - 2017 · India
High School Diploma - Noble Sr. Sec. School
2008 - 2012 · India
Certifications
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Skills (15)
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