Bhuwaneshware Raghu
Technical Support Lead at GOFRUGAL Technologies Pvt Ltd- Claim this Profile
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Bio
Credentials
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critical thinking
LinkedIn Learning ⋅ Course CertificateOct, 2020- Sep, 2024
Experience
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Technical Support Lead
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Jul 2020 - Present
Continually expanded knowledge of product line in various Retail Business verticals. Performed Root Cause analysis on top 5 (Simplifications) which is repetitive query, time taking from support level and proposed solution for automation, by collecting the data, simulate the issue in local, identifying the area of simplification to reduce service time and provided automated solution to the customers. Reduced 6 customer engagements on the proposed solution which is an average of 90minutes over all time per day. Increased FTR 10% for the whole support team on providing accurate solution in faster manner to the customers. Target to share minimum 2 (help video / smart message) / day in order reduce the overall time duration and make the product self serviceable to the customers. Tracked key metrics and developed spreadsheets and data models for month wise significant improvement for the team. Researched product's technical specifications and accurately communicated information. Increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public webinars for the internal employees and customers through Online. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed in solution delivery. Show less
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Support Team Lead
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Aug 2019 - Jul 2020
Managed 5k+ customers Retail solution with 13 support representatives for different verticals Maintained customer satisfaction ratings above 85% through out time period Retained existing clients and developed 20% new clients by extending high quality and efficient support service. Devised solutions to operations issues related to Retail solution ERP, working closely via phone, email, live chat and teleconference. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Escalates issues to developers and product owners whenever needed. Daily review on MIS about the performance of team, appreciate / share suggestions to the team members on the achieved parameters / improvement needed areas. Developed and implemented training initiatives for new hires with Skill metrics for product and trouble shooting required to deliver solution in faster manner with 3months time constraints. Tracked Monthly KPIs and created continuous improvement plans. Do yearly review appraisal for team members and appreciate on their whole year service with deserved rating. Show less
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Quality Assurance Support
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Nov 2018 - Jul 2019
Conducted data review and followed standard practices to ensures that the customer delight delivered by team members is quality standards in all mediums like ( Live Chat, Mail, Support tickets and calls) to the clients. Daily analysis of chats / call on the quality of product knowledge / customer empathy, and take corrective measures by assigning the task on learning Do daily assessment and evaluate the quality standards on time both in terms of product and customer handling skills. Identifying the product issues through the customer engagements and discuss with Product development team with proposed solution. Given (90+ major/minor) product simplification overall in order to make the product more user-friendly, and increase customer productive time in their business. Troubleshot with end-users and development teams to reproduce, investigate and debug software. Closely work with support lead to ensure there's growth in overall team performance in defined parameters like overall customer rating, learning improvement of the team. Show less
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Technical Support Specialist
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Jun 2016 - Nov 2018
Deliver exemplary technical support to +30 customers daily while assisting with installation, configuration, and troubleshooting in ERP application, of Windows-operating desktop computers and peripherals . Forge productive relationships with remote clientele by supplying swift telephone, chats, emails and ticket system. Able to handle multiple connections at a time. Maintained the rating 4.3/5 on an average and got appreciation from Google review for company website and as a official mail. Learned the product flow and focused on ERP business flow in real time customer service. Gained knowledge about the Financial flow in business environment from client side, Making customer engagements and understanding their issues and requirements through voice and non voice medium and provide solution with priority Articulated technical concepts to non-technical internal and external team members . Prepares and documents technical and non-technical business requirement specifications according to the business process from daily engagement. Tracked KPIs and created continuous improvement plans. Got recognized as a expert in product in different verticals. Recognized as top-performing technical support team member. Show less
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Education
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2012 - 2016
Shanmugha Arts, Science, Technology and Research Academy
b.tech, Computer Engineering
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