Delivered comprehensive training sessions to onboard customers on DispatchTrack features and functionalities.Resolved over 2,500 customer support tickets with an average customer satisfaction rating of 95%.Maintained a comprehensive knowledge base by documenting solutions to resolved tickets, enhancing issue resolution efficiency, and enabling team knowledge sharing.Developed custom billing codes based on specific customer requirements to optimize revenue and enhance customer satisfaction.Implemented a robust QA process, including API testing with Postman, to maintain software quality and stability.Integrated DispatchTrack with other applications (Twilio, Plivo, for Communication)(Profit, Storis Pos ) using SQL script to streamline operations and improve efficiency.Managed Jira ticket backlog, ensuring the timely resolution of bugs and requested enhancements.Weekly review of Team tickets and create a Weekly Dashboard to analyze the type of issues to improve the support process using Google Sheets and Power BI.Analyzed customer requirements to recommend suitable solutions, leading to improved overall customer satisfaction.