Terzo

Head Of Customer Support

GTM Strategy

Freshworks

Support Manager

Trying to bridge the gap between customer needs and business decisions by helping to build happy, customer-focused teams

Support Lead

- Led and mentored a team of Specialists to provide technical support & customer satisfaction
- Created, implemented and reinforced processes & procedures which enhanced the overall customer experience and organizational operating standards.
- Part of knowledge management teams to develop KB articles, support community forums, identify case drivers and issue trends
- Understand and assess customer requirements to develop and maintain a trusted advisory relationship. 
- Participate in sales and case escalations activities that involves stakeholder communications & client expectations
- Provided product feedback on releases and managing Known Issues Lists and release road-maps
- Initiate and implement product enhancement procedures and standards.
- Handling inbound and outbound probes and escalations Via social forums

Senior Product Support Specialist

NTT DATA Americas

- Manage, deploy and Support release activities with other stake holders
- Perform Root Cause Analysis using quality tools.
- Change Management: Prepare Implementation, blackout and test plan for Change records.
- Closely Work with Dev & QA teams to automate repetitive tasks that require support for on-going projects
- Lead technologies upgrades efforts along with Dev & QA stakeholders.
- Accountable for creating and maintaining Standard Operating procedures for incident management team
- Formulate Service delivery reports & Routine Performance Analysis
- Attain multiple environments in staging and production; maintain and track their dependencies.

Tools Used: Visual Source Safe, SQL Server Management Studio, Microsoft Visual Studio 2008, VNC Viewer, VMware vSphere Client

Senior Technical Consultant

Sutherland Global Services

Project Name:DELL

- Responsible for L2 technical support activates & product sales. 
- Identify, evaluate and prioritize customer complaints.
- Piloting regular training and update sessions. 
- Hands on experience in CRM and CITRIX tools, also well versed in using IVR, Remote Assistance tools. 
- Scrubbing data on daily basis to provide better customer experience

Technical Consultant

I do customer support and try to be the voice of the customer across different business functions trying to improve the CX wherever possible. 

I also love building highly engaged, customer focused teams. 

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Harish Chandrasekar

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Harish Chandrasekar

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