Headline

Technical Support Engineer || Ex-Progress ShareFile || Computer Science|| python|| Power Bi

About

Progress ShareFile leverages their cloud consulting expertise to enable efficient service delivery as part of the Technical Support team. Collaborating on complex cloud-related challenges, they contribute to resolving technical issues, ensuring seamless user experiences, and driving client satisfaction. Currently pursuing a BCA in Computer Science at IZee Business School, they bring academic insights to their professional role, aligning their skills with the organization's goals. Focused on optimizing cloud-based solutions, they aim to enhance operational efficiency and foster innovation in service delivery.

Location

Greater Bengaluru Area

AI stack

claude code

claude

gemini

lovable

opencode

perplexity

Work experience

Technical Support Engineer at Progress ShareFile, Jan 2025 - Sep 2026 · 1 yr 9 mos, Bangalore, Handled chat and voice support for an international process using Salesforce as the core support platform. Resolved billing, invoicing, and refund queries on first contact where possible, measured by consistently strong CSAT scores, by handling each case with patience and empathy across call, chat, and email. Closed multiple simultaneous customer issues end to end, measured by faster query turnaround, by logging every interaction and following up until fully resolved. Reduced friction on complex billing escalations, measured by clean handoffs to the right team, by providing full context and issue history at the point of escalation. Supported the account lifecycle across ShareFile, Podio, and RightSignature, measured by smooth activations, cancellations, and user changes, by managing each request through IT tickets. Corrected billing discrepancies accurately, measured by fewer repeat queries from the same customer, by investigating each case directly in the Oracle billing server.

Relationship Manager at NoBroker.com, Mar 2024 - Dec 2024 · 10 mos, Banglore

Education

Bca, Computer Science, IZEE BUSINESS SCHOOL

PCMC, Computer Science, Swami vivekananda university