Aswin Kumar B
Product Support Engineer
Chennai
Summary
Seasoned Technical Support Executive skillfully leads troubleshooting and issue resolution. Over 6 years proficiently guiding product problem fixes, outlining assessment standards, and promoting training initiatives. Skillfully directs critical maintenance services to streamline technology operations. Detailed assistance to escalate and address customer queries.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Zoho Corporation Pvt Ltd
Technical Support Engineer
8 2018 - Current
- Served as primary point of contact for technical support for Zoho Social - a social media management tool.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Held meetings to provide platforms for knowledge-sharing of discovered issues and recurrent customer complaints.
- Maintained average response and resolution time as per SLA to support business continuity.
- Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
- Managed technical troubleshooting and RFP requests for the product.
- Followed up with clients to verify optimal customer satisfaction and developed new accounts by extending high quality and efficient support service.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Collaborated with internal teams, including product development and engineering, to identify and address software bugs and enhancements.
- Provided clear and concise technical documentation and training materials to clients, ensuring they have the knowledge and skills to use our software effectively.
- Demonstrated leadership skills by coaching and mentoring junior team members, helping to develop their technical skills and customer support expertise.
- Contributed to the continuous improvement of our technical support processes, identifying opportunities to streamline workflows and improve efficiency.
Cloudcherry
Assistant Manager, Market Research
04.2017 - 07.2018
- Identify and maintain a database of good revenue companies & decision makers and perform end-to-end market research
- Collected and analyzed data on customer demographics to identify potential markets and factors affecting product demand.
- Gathered data on competitors to analyze prices, sales and methods of marketing and distribution.
Relationship Science
Senior Research Analyst
01.2015 - 03.2017
- Responsible for ensuring data integrity and managing profiles inside the software database through research.
- Handled influential data from various sources like Factset, Morningstar, Guidestar, etc.
- To respond to client sales tickets via Redmine and manage the pipeline.
- Acted as Subject Matter Expert in mentoring team members and training new recruits.
Bio Globe Scientific Park
R&D Engineer
05.2012 - 01.2015
- Analyze and understand the positioning of the product, service or process.
- Translate functional needs into specifications and set up the test & validation phases.
- Support production, product launch and work closely with field technicians.
Education
B.Tech - Biotechnology
Madha Engineering College
08.2008 - 04.2012
Skills
Technical Troubleshooting
Application support
Troubleshooting
Customer Support
Ticket management
Managing service level agreements
Escalation management
Customer Service
Technical Documentation
Team Collaboration
Timeline
Cloudcherry
Assistant Manager, Market Research
04.2017 - 07.2018
Relationship Science
Senior Research Analyst
01.2015 - 03.2017
Bio Globe Scientific Park
R&D Engineer
05.2012 - 01.2015
B.Tech - Biotechnology
Madha Engineering College
08.2008 - 04.2012
Zoho Corporation Pvt Ltd
Technical Support Engineer
8 2018 - Current
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