Gurpreet Singh Email & Phone Number

Gurugram, Hr, In

Delhi, India

India

Onfido is the new identity standard for the internet. Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics.We give companies the assurance they need to onboard customers remotely and securely. Our mission is to create a more open world, where identity is the key to access.Responsibilities include:• Develop a deep understanding of the Onfido's product suite and how it's used… Show more Onfido is the new identity standard for the internet. Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics.We give companies the assurance they need to onboard customers remotely and securely. Our mission is to create a more open world, where identity is the key to access.Responsibilities include:• Develop a deep understanding of the Onfido's product suite and how it's used by our Customers• Partner with customers as they onboard, integrate and use our API, SDK, and Dashboard• Investigate, debug, reproduce, and fix any issues customers are facing when using Onfido services.• Troubleshooting using logs and documentation, read and write code to fix issues• Help to maintain accurate product documentation and constantly try to improve internal processes. Show less

Texas, United States

Provided product support to customers through Chats, Emails, Screen-share sessions and Calls. The role included the following:# Technical Consultancy to premium support customer# Managed customers' feedback funnel# Handled and rolled out SaaS infrastructure changes with SaaS team# Release management and product roadmapping# Escalation resource for Kayako Professional services and Billing.

Gurgaon, India

# Managed global support through Real-time messaging, Email, Social Media, VoIP and the Community Forum quickly and effectively.# Helped the sales team with closing deals by verifying if the requirements of the customer can be met either by Kayako or through an Integration.# Develop and track success metrics for technical support channels, analyze performance trends, and deliver consistent workflow process improvements for the team.# Deliver interactive product webinars and demo… Show more # Managed global support through Real-time messaging, Email, Social Media, VoIP and the Community Forum quickly and effectively.# Helped the sales team with closing deals by verifying if the requirements of the customer can be met either by Kayako or through an Integration.# Develop and track success metrics for technical support channels, analyze performance trends, and deliver consistent workflow process improvements for the team.# Deliver interactive product webinars and demo sessions.# Complete feasibility studies for new large clients to onboard complex technical setups.# Contribute to best practices, education and help center content.# Own and improve the escalation path to operations and engineering to troubleshoot, document and resolve product bugs and UI improvements.# Responsible to reduce Churn.# Responsible to show value to the customer so that they renew and upgrade license.# Develop feedback funnel and passing customer feedback to the engineering team to set the future direction of product development.# Help to develop the customer support profession through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices.# Trained new recruits on different aspects of the platform to help them get settled and comfortable with answering customer queries. Show less

# Preparing and updating documentation related to Support process.# Scheduling and delivery of technical contents# QA development builds for ensuring quality of phrasing, user interface, design and implementation# Interacting with development team of clientele and updating them in regard to options such as API, SDK for developing and extending the framework# Conversating directly with clientele through Community Portal and Confluence. # Handling Escalations

# Provided L2 technical B2B support for product and working in sync with development team for debugging.# Provided technical consulting and assisted clientele with deployment of product per their business requirement.# In-house live testing and user-acceptance software testing; debugging via tracing of PHP, MySQL and SMTP errors thrown by product on exceptions.

Master Of Computer Applications (Mca), Artificial Intelligence & Operation Research

Bachelor'S Of Computer Application, Java