Being a technical expert, I own ongoing technical engagement with Enterprise clients. In addition to that, some of my essential duties include:- Develop and maintain a strong understanding of the customer’s requirements, business goals, challenges, and upcoming needs;- Deploy and configure systems for clients as per their requirements. - Conduct Training sessions (online or Face to Face) for clients to help them learn Freshworks products and increase user adoption. - Managing client expectations during the implementation and configuration stages.- Assist Sales Engineers and Engagement Managers during the ‘Proof of Concept’ stages by configuring and supporting test builds for clients.- Assuming a role as point-of-contact for day to day customer engagement and all additional Customer Support or Services needs (i.e. solution expansion, questions, etc.);- Working closely with an Engagement Manager on customer escalations, implementation project issues or risks and present best practices and/or alternatives to alleviate or resolve them.- Investigate technical problems, coordinate with development engineers and product teams to diagnose problems and take corrective actions for customers;- Providing product user adoption sessions.

- Serving as a single point-of-contact and being responsible for onboarding and support for Mid Market & Enterprise clients. - Coordinating remote/onsite sessions with the customer to configure Freshworks's product, Freshservice.- Architecting solutions to Freshservice customer when integration is required with other applications.- Generating documentation in the form of case notes, tech tips and best practices keeping the customer updated on outstanding/unresolved technical support issues.- Improving product feature offerings by providing customer feedback to internal cross-functional teams including Sales, Product Management and Engineering.

Being the Very First Solutions Engineer for Freshservice, I supported sales productivity and deal flow for UK and US region by securing the “technical close” in complex solutions. Collaborating with sales, development, testing and technical support resources to ensure proposed deals include technical solutions that accurately address customer needs, and are appropriately supported by key customer technical decision-makers. Also, I'm responsible for achieving a profit, productivity quota and product growth targets together with the Sales manager for the assigned geography and maintaining high customer satisfaction ratings that meet company standards.Additionally, I helped the presales team scale from a 2 member to a 20 member team; I was directly responsible for their training and made sure they are fully ramped up to take the high velocity incoming SMB deals.

1. Focusing on rapid identification and resolution for ShoreTel Enterprise Telephony Systems. 2. Providing first level support to ShoreTel partners and customers. 3. Answering questions and perform initial triage on problem reports. 4. Documenting each customer interaction using our Salesforce.com ticket management system.5. Providing timely and effective resolution to support requests based on internal and external service level agreements (SLA). 6. Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution. 7. Participating in the creation of proactive measures to anticipate and/or remove the need for traditional service and support. 8. Providing technical assistance for hardware, software and/or applications. 9. Partnering to create and update technical documentation. 10. Met various SLA requirements based on measurable metrics.

1. Interacted intelligently at an appropriate technical level with the Vonage customers across United States, Canada and United Kingdom when being addressed on their technical issues.2. Diagnosed problems, troubleshooted customer's issues, and developed solutions to technical issues.3. Exceeded customer's expectations by providing outstanding technical service.4. Consulted and developed relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction.5. Contributed to the Vonage knowledge management system while working on customer's technical issues.6. Effectively utilized the databases of existing issues, debugging tools and simple or moderate lab simulations to analyse problems and identify solutions with a high level of customer satisfaction.7. Provided accurate, clear, and concise guidance, knowledge, training, and documentation to other Engineers.8. Had the responsibility for ensuring that a quality job is done right the first time.9. Had the operational understanding of networks and use of remote desktop tools such as team viewer.10. Also actively participated in up-selling Vonage Extension Application for UK and Canadian customers.11. Possessed with strong problem solving and organizational skills when worked with Vonage.12. Ultimately, I was committed to work under pressure within specified deadlines.

1. Interacted intelligently at an appropriate technical level with the Vonage customers across United States, Canada and United Kingdom when being addressed on their technical issues.2. Diagnosed problems, troubleshooted customer's issues, and developed solutions to technical issues.3. Exceeded customer's expectations by providing outstanding technical service.4. Consulted and developed relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction.5. Contributed to the Vonage knowledge management system while working on customer's technical issues.6. Effectively utilized the databases of existing issues, debugging tools and simple or moderate lab simulations to analyse problems and identify solutions with a high level of customer satisfaction.7. Provided accurate, clear, and concise guidance, knowledge, training, and documentation to other Engineers.8. Had the responsibility for ensuring that a quality job is done right the first time.9. Had the operational understanding of networks and use of remote desktop tools such as team viewer.10. Also actively participated in up-selling Vonage Extension Application for UK and Canadian customers.11. Possessed with strong problem solving and organizational skills when worked with Vonage.12. Ultimately, I was committed to work under pressure within specified deadlines.