Headline

Senior Technical Support Specialist @ Weave | Ex- Amazon, Technical Support,Customer Service, Logistics

About

As a Technical Support Specialist at Weave, I leverage my technical and customer service skills to provide B2B software support in the hospitality industry. I have experience with product installation on cloud/servers, maintaining reports and analysis of data, and resolving phone tree issues. I also use various software tools such as Zendesk, WAM, Salesforce, Tenant/IVR, Microsoft Excel, Google Sheets, and Salesforce Einstein AI solutions. Previously, I worked as a Senior Customer Service Associate at Amazon, where I handled customer and delivery agent queries across multiple regions, including NA, Australia, Singapore, and India. I also trained new hires and managed customers in the wholefoods and fresh department. Additionally, I served as an Interim Resolution Specialist at Amazon, assisting associates with customer and driver resolution. I hold a Bachelor of Technology in Computer Science from Maulana Abul Kalam Azad University of Technology, West Bengal, and certifications in PHP and MySQL, Big Data Analytics, and Programming in C#.

Location

Kolkata

Work experience

Technical Support Specialist at Weave, Jul 2024 - Present · 2 yrs 1 mo, Lehi, UT, Deliver advanced technical support via Chat, phone, email, and remote tools for a complex, cloud-based SaaS communications platform. Troubleshoot complex network connectivity issues using deep knowledge of TCP/UDP, Webhooks, and curl commands to diagnose API performance. Manage email delivery infrastructure and communication protocols (SMTP, SSL/TLS) to ensure reliable client-server data transfer. Collaborate closely with cross-functional Product and Engineering teams via Slack, compiling diagnostic data and filing JIRAs to log reproducible bugs and defects. Use Bomgar Remote Tool to guide client-side developers and architects through technical workflows and system performance optimization. Maintain comprehensive customer documentation, authoring internal knowledge base articles on industry shifts and technical standards. Adapt to flexible shifts and rosters to support uninterrupted global customer experience metrics and monitoring their performance. Led client onboarding and network troubleshooting for phone tree systems, resolving call quality issues in coordination with carriers including AT&T, Bandwidth, and Verizon. Maintained data reporting and analytics to track performance and support data-driven decision-making.

Senior Customer Service Associate at Amazon, Oct 2021 - Jun 2024 · 2 yrs 9 mos, Working on a different logistics department for NA(Northern America), Australia, Singapore, India. Helping customers and delivery agents with their Orders, account and delivery related queries through calls , chats and emails. Managing customer's in wholefoods and fresh department as well. Educates new hires candidates with process associate knowledge and train them to maintain their performance. Managing delivery partner payment related issue, tracking invoice as well as assign them for order processing.

Resolution Specialist (Interim) at Amazon, Aug 2023 - Mar 2024 · 8 mos, Helping associates with correct resolution for handling customers and drivers. Taking customer escalation calls and chats for giving perfect resolution for their order issues. Managing team of 20 agents and monitoring their performance.

Customer Service Specialist at Amazon Development Centre India, Oct 2021 - Jun 2024 · 2 yrs 9 mos, Delivered comprehensive technical and account support to international clients across North America, the UK, Australia, and Canada.

Business Development Executive at Extramarks Education India Pvt. Ltd., Nov 2020 - Jan 2021 · 3 mos, Kolkata, West Bengal, India, working as business development executive

Sales Executive at Randstad, Mar 2020 - Jun 2020 · 4 mos, Kolkata, West Bengal, India, Sales Executive

Education

Bachelor of Technology, Computer Engineering, Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT