Provided technical support to escalated requests and incidents with the help of in-depth product knowledge, identified product defects and bugs, and prepared technical reports for the engineering team while consistently recommending support cases to build a knowledge base.* Solving complex customer problems that our AI bot was unable to help them with.* Asking insightful questions that get to the root cause of the customer’s problem.* Take ownership of support incidents and use all available resources and knowledge to resolve them.* Generating solutions using my product knowledge and our knowledge bases. * Learning about new products, features, & solutions.Performed key decision-making while serving as an SME for products and implemented POCs for process-level changes.

- Expertly navigates and provides technical solutions across a diverse range of products within the organization's portfolio, showcasing adaptability and deep product knowledge.- Excel supports a wide spectrum of software products, including Helpdesk (OnDemand and OnPremise), App Builder, eCommerce, Sales Engagement Tools, WordPress-related software, Workforce Management solutions, and Telecommunication products. - Specialize in resolving complex customer issues beyond the scope of AI capabilities, showcasing advanced problem-solving skills and technical acumen.- Employ strategic questioning techniques to uncover the underlying causes of customer problems, reflecting a customer-centric approach and strong analytical skills.- Develop and implement effective solutions by leveraging in-depth product knowledge and extensive company knowledge bases, illustrating resourcefulness and commitment to customer satisfaction.- Efficiently troubleshoot and resolve client issues within predefined timeframes, ensuring adherence to support scope parameters.- Employ various communication methods including chat, phone calls, screen-sharing, and emails to engage with customers, enabling detailed troubleshooting and timely updates.- Demonstrate full ownership of support tickets, collaborating seamlessly with multiple internal departments to gather updates, resolve queries, and clarify issues, enhancing interdepartmental coordination and client satisfaction.

• Resolve 400+ weekly customer inquiries via Live Chat and email, consistently exceeding targets.• Maintained a monthly customer satisfaction & QA rating of 98% or higher.• Collaborate with colleagues to determine areas for improvement, and develop ideas for better service to customers.• Trained and mentored several new employees on conflict resolution, Salesforce, Oracle, and Zendesk.• Proposed a more efficient Email/Chat script to reduce average customer handling time, which was well-received and implemented• by management.• Kept team updated on relevant offerings and policy changes affecting customers or support processes.• Handled escalated complex or high-level issues demanding authoritative decisions or resolutions.• Submitted customer service team tracking orders to the distribution team, tracking progress and keeping customers informed of• Helped new team members learn to navigate technical systems for ordering, account updates, and other actions.