Headline

Social Media & Customer/Technical Support Specialist | Social Media Community Management | CX Quality & Engagement | Escalations | RCA

About

Detail-oriented Support Specialist with 4+ years of experience supporting live-service digital/SaaS products in high-volume, fast-paced environments. Skilled in resolving complex technical and customer issues through CRM/log investigation, structured troubleshooting, cross-functional collaboration, and data-driven investigation while improving user experience and support efficiency.

Location

Bengaluru

Work experience

Specialist at IntouchCX, Feb 2023 - Mar 2026 · 3 yrs 2 mos, Bengaluru, Customer/Tech Support Specialist - Delivered customer and technical support across phone, email, chat, app reviews, and social media channels in a high-volume environment. - Troubleshot issues related to subscriptions, payments, refunds, account access, and platform functionality while ensuring SLA compliance. - Performed structured troubleshooting, investigations, pattern identification, and log/data validation to resolve technical issues and escalations. - Conducted root cause analysis using logs, app data, device information, and customer reports to identify recurring issues and defects. - Collaborated with cross-functional and external stakeholders to validate issues and improve resolution workflows. -Maintained accurate CRM documentation, case records, and incident updates to ensure effective case management and auditability. - Communicated proactively with customers during incidents, providing troubleshooting guidance, updates, and resolution follow-ups. - Identified recurring technical and release-related issues through trend analysis, incident reproduction, creating detailed Jira, contributing to reduced repeat contacts and improved customer experience. - Mentored support agents on escalation handling, troubleshooting methodologies, and documentation best practices. Social Media & Community operations - Supported and managed brand's global social media presence and an online community - Created and published content promoting new features, events, and sales - Collaborated with Art and Creative teams to produce engaging visual and written content - Planned and scheduled Social content using Meta Business Suite, Monday, Dynamo, and Linktree, etc. - Worked cross-functionally with Graphics, Support, Social, Product, Monetization, liveops and relevant teams to improve engagement and sentiment - Monitored and responded to app store reviews using AppFollow, identifying trends and sharing insights

Consultant at Telligent Support LLP, Mar 2020 - Feb 2021 · 1 yr, India, - Provided customer and technical support while maintaining resolution quality and process compliance - Assisted with troubleshooting, financial concerns, documentation, and internal knowledge sharing - Supported service operations through consistent adherence to workflows and standards

Education

Bachelor of Arts - BA, Education Honours, SALESIAN COLLEGE

ISC, Humanities/Humanistic Studies, Himali Boarding School - India