Headline

Technical Customer Support Specialist | SaaS Customer Success | Customer Onboarding | Implementation Support | Product Support | Customer Experience | Technical Troubleshooting

About

I am a Technical Customer Support and Customer Success professional with 5 years of experience supporting SaaS and healthcare technology platforms across customer onboarding, implementation support, technical troubleshooting, incident management, and customer relationship management. Throughout my career, I have worked closely with enterprise customers, helping them successfully adopt technology solutions, resolve complex technical issues, and maximize product value. My expertise includes customer onboarding, Tier 2 support, SaaS implementation, incident management, root cause analysis, stakeholder communication, escalation management, and customer lifecycle support within fast-paced B2B SaaS environments. Currently at ZoomInfo, I support enterprise customers through onboarding, product implementation, technical troubleshooting, and issue resolution while collaborating with Product, Engineering, Operations, and Customer Success teams to deliver exceptional customer experiences. I have consistently contributed to improving operational efficiency, reducing resolution times, maintaining SLA compliance, and enhancing customer satisfaction through proactive support and process improvements. My technical proficiency includes Salesforce, Zendesk, JIRA, Datadog, Snowflake, Amplitude, and various SaaS support platforms, enabling me to effectively investigate incidents, identify root causes, and deliver timely solutions. I am passionate about customer success, operational excellence, process optimization, and building long-term customer relationships that drive business growth and customer retention.

Location

Chennai

Work experience

Customer Support Analyst II at ZoomInfo, Sep 2024 - May 2026 · 1 yr 9 mos, Chennai, Supported enterprise customers through onboarding and implementation activities, providing technical guidance and product support. Delivered Tier 2 technical support for application-related issues while maintaining SLA compliance and customer satisfaction. Managed customer cases through Salesforce and coordinated with internal teams to ensure timely issue resolution. Investigated technical incidents using Datadog, Snowflake, and Amplitude to identify root causes and support corrective actions. Collaborated with Engineering, Product, and Customer Success teams to resolve escalated issues. Provided workflow guidance and technical troubleshooting to help customers effectively use platform features. Developed SOPs, support documentation, and knowledge base resources to improve operational efficiency. Contributed to process improvements that enhanced turnaround times and support effectiveness.

Customer Analyst at ZoomInfo Technologies Inc., Sep 2024 - May 2026 · 1 yr 9 mos, Delivered Tier 2 product support, troubleshooting complex SaaS-related issues. Managed live chat and email support via Salesforce, ensuring quick case resolution. Used Datadog, Amplitude, and Snowflake for debugging and analyzing product issues. Collaborated with engineering & product teams to resolve escalations effectively. Improved security clearance triaging, cutting turnaround time significantly. Developed internal knowledge resources, empowering the support team with reusable solutions.

Senior Operations Analyst at athenahealth, May 2023 - Sep 2024 · 1 yr 5 mos, Chennai, Supported healthcare SaaS implementations through customer onboarding, workflow support, and technical issue resolution. Served as Subject Matter Expert (SME) for complex customer escalations and production-related troubleshooting. Collaborated with development, operations, and business teams to ensure effective issue resolution. Logged, tracked, and managed software defects, incidents, and enhancement requests using JIRA. Conducted issue triaging, root cause investigations, and proactive customer communication for production concerns. Created onboarding documentation, troubleshooting guides, and process documentation to improve team productivity. Delivered technical guidance and support to improve customer experience and platform utilization.

Business Operation analyst at athenahealth, Sep 2021 - Sep 2024 · 3 yrs 1 mo, Chennai, Tamil Nadu, India, Product based company

Senior Customer Care Representative at NTT DATA North America, May 2019 - Sep 2021 · 2 yrs 5 mos, Managed customer communications and escalations within U.S. healthcare operations. Performed healthcare claims analysis, audits, and issue resolution while maintaining compliance and service quality standards. Assisted in onboarding and mentoring new team members through SOP creation and process documentation. Collaborated with internal teams to improve operational efficiency and customer experience.

Education

Bachelor of Engineering, Civil Engineering, Sriram Engineering College