Shelvaasundari M
Product Expert, Technical Support Engineer
Chennai
Summary
Dynamic and customer-focused SaaS specialist with over 4.5 years of experience in the Zoho Finance ecosystem. Skilled in managing inventory, streamlining order workflows, and providing exceptional support to a diverse global clientele. Proven track record in implementing and optimizing SaaS solutions by resolving complex functional issues, guiding best practices, and effectively handling high-impact escalations. Expertise in partner support and customer communication, with a talent for delivering engaging product demonstrations through in-person sessions and events. Committed to driving customer success and enhancing product adoption, seeking remote opportunities in Partner/Customer Success, Account Manager.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Technical Support Engineer (SaaS Product Specialist – Zoho Inventory)
Zoho
01.2021 - Current
- Supported Zoho Inventory for customers across India, US, Australia, Middle East, and Africa.
- Assisted businesses in setting up inventory operations including warehouse management, order processing, and automation rules.
- Guided customers on taxation configurations (GST, VAT, Sales Tax) based on their regional requirements.
- Resolved complex and high-impact issues affecting customer operations with a focus on timely resolution.
- Maintained response quality while handling multiple concurrent live chat interactions.
- Handled high chat volumes during peak periods, managing 40–50+ interactions in a day while maintaining response quality.
- Worked closely with Zoho partners/resellers to address implementation queries and support customer use cases.
- Conducted in-person product demonstrations, customer sessions, and one-on-one interactions to improve product understanding and usage.
- Represented the product at events, assisting customers directly and addressing real-time queries.
- Collaborated with product and engineering teams to report issues and improve product experience.
- Proactively explored new feature releases to better support customers and improve product understanding.
- Supported and guided new team members, contributing to knowledge sharing and team efficiency.
Education
Bachelor of Science - Information Technology
Hindustan College of Engineering And Technology
Coimbatore, Tamil Nadu, India 04.2001 -
Skills
- Expert in product knowledge
- Inventory management processes
- Integrated order-to-payment management
- Cross-border tax regulations knowledge
- Proficient in Amazon and Shopify integrations
- Functional proficiency
- SaaS onboarding & implementation
- Workflow management setup
- Troubleshooting business challenges
- Customer engagement
- User adoption strategies
- Partner support management
- Effective escalation resolution
- Cross-departmental collaboration
- Problem-solving
- Remote support
- Data-driven decision making
- Critical thinking
- Technical application support
- Training and mentoring
- Customer success management
- Process improvement
- Technical troubleshooting
- Technical support
Websites
Accomplishments
- Recognized for effectively handling complex customer scenarios and high-impact escalations.
- Enabled customers and partners to successfully adopt inventory workflows across diverse business use cases.
- Delivered in-person product walkthroughs and one-on-one sessions to improve customer understanding and usage.
- Consistently ensured customer satisfaction through structured problem-solving and clear communication.
Strengths
- Product domain expert in Inventory and Finance ecosystem
- Expert in partner and customer success
- Organize and conduct events and workshops
- Ability to simplify complex workflows for customers
- Quick learner with strong curiosity for new product features
- Comfortable handling partners and customer interactions in high-pressure situations
- International Marketplace and E-commerce Integrations (Amazon, Shopify, eBay, etc..)
- International Tax compliance
Timeline
Technical Support Engineer (SaaS Product Specialist – Zoho Inventory)
Zoho
01.2021 - Current
Bachelor of Science - Information Technology
Hindustan College of Engineering And Technology
04.2001 -