At Maxio, I deliver technical and product support to B2B SaaS customers through email and live chat. I investigate platform, integration, billing, and workflow issues, using system behavior, API responses, logs, and customer environments to help resolve them within established SLAs.
I use Postman and Visual Studio Code to test APIs and support technical investigations. I document findings and share escalation notes with Engineering and Product, while using customer feedback to submit product and usability improvements.
At Emapta Global, I managed and developed Tier 1 and Tier 2 support agents as a Support Team Lead. I monitored team performance and KPIs, coached agents, and worked with developers and other stakeholders on complex issues and customer satisfaction.
Earlier, as a Software Support Analyst at Emapta Global, I provided Level 2 software troubleshooting and submitted Jira reports for product improvements. I also supported property management and booking platforms, including Guesty, Airbnb, Booking.com, Siteminder, and Expedia.
