Headline

3 YOE Customer Support Technical Support with Gen AI, Software, Network Troubleshooting Experienced in Zendesk ServiceNow Jira. Customer Resolution using Glean, Claude AI, T2 Escalations, Active Directory, SQL

About

3 years experience with Customer Support, Technical Support, Software and Network Troubleshooting. Currently into External Cybersecurity, Platform Support and Domain Protection.

Location

Bengaluru

Work experience

Platform Support Specialist at ZeroFox, Jan 2026 - Apr 2026 · 4 mos, Bengaluru, Karnataka, India, Successfully reviewed, triaged, and responded to customer and internal support tickets as a part of the ZeroFox help desk workflow Consistently leveraged the established process and procedure for a high volume of information requests Acted as an escalation point for internal and external stakeholders Assisted Customer Support Manager to optimize success and support processes and ensure support quality Built and maintained cross-functional BU relationships that helped us drive productivity and increase overall Platform Operations KPIs and Customer Retention. Provideed excellent customer experiences to delight the ZeroFox customers in every interaction

Client Support Analyst at InvestCloud, Inc., May 2025 - Dec 2025 · 8 mos, Bengaluru, Karnataka, India

Planning Support Analyst at InvestCloud, Inc., Jun 2024 - Dec 2025 · 1 yr 7 mos, Bengaluru, Karnataka, India, First-Level Technical Support: Provided timely and effective support for financial planning advisors guiding them through troubleshooting steps to ensure swift resolutions. Customer Communication: Maintained clear and professional communication with clients, ensuring that solutions are wellexplained and that customers are satisfied with the outcome, contributing to positive feedback and high satisfaction scores. Incident Tracking and Resolution: Managed and tracked customer support tickets, ensuring that issues are logged, prioritized, and resolved concerns. Documentation and Knowledge Sharing: Contributed to the creation and updating of support documentation, including FAQs and troubleshooting guides, enabling users to resolve common issues independently and streamlining the support process. Customer Relationship Management: Foster long-term relationships with customers by providing consistent and reliable support offering proactive solutions in alignment with customer expectations.

Advisor at [24]7.ai, Jan 2023 - Apr 2024 · 1 yr 4 mos, Bengaluru, Karnataka, India, Customer Support Across Digital Channels: Managed and responded to customer inquiries via inbound international voice calling by utilizing AI-powered systems providing quick, accurate solutions. AI-Driven Issue Resolution: Used AI tools to interpret customer intent, troubleshoot common issues, resolving up to 85% of queries without escalation. Escalation Management: Identified complex issues requiring human intervention and efficiently escalated cases to the appropriate support agents, improving overall resolution times and reducing customer wait times. Enhancing Customer Experience: Maintained a professional and positive tone in all customer interactions. Operational Efficiency: Assisted in streamlining customer support processes by applying AI-driven knowledge bases and troubleshooting methods.