Open to opportunities

Adarsh R

@adarshr

Message

I am an experienced customer support specialist focused on technical troubleshooting and improving customer experience.

India

Message

What I'm looking for

I’m seeking a technical L2/SaaS customer support role where I can solve complex issues, mentor L1 agents, improve CSAT, and grow into leadership within a collaborative, process-driven team using modern support tools.

I am a customer support specialist with over five years' experience supporting SaaS and fintech products, focusing on technical troubleshooting and customer satisfaction.

At GoHighLevel I provided L2 technical support across Zoom, chat, email and phone, assisted L1 agents, updated knowledge base articles and created Loom walkthroughs to reduce escalations. I consistently met KPIs such as CSAT, FRT and response rate.

Earlier I supported a fintech startup handling 100–130 chats/emails daily, resolved trading and technical issues using logs and developer consoles, and maintained KPIs above 95% for AHT, CSAT, QA and FCR. I also worked at Amazon and Cognizant, gaining experience with SQL, Informatica, database monitoring and ticket workflows.

I bring strong technical skills (Python, SQL, HTML, C++), experience with Zendesk, Intercom, Freshdesk, Jira, Confluence and CRM tools, and a collaborative mindset aimed at improving processes and training teams.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Agent

GoHighLevel

Jan 2024 - May 2025 (1 year 4 months)

Provided L2 technical support for a SaaS platform via Zoom, chat, email and phone, troubleshooting CRM, API, automation and AI issues and escalating to engineering when required. Updated knowledge base and created Loom videos while maintaining CSAT, FRT and response rate targets.

SaaS Support CRM APIs Troubleshooting Freshdesk ClickUp Slack Knowledge Base CSAT

Customer Support Specialist

Servicology

Sep 2021 - Sep 2023 (2 years)

Handled 100–130 chats and emails per day for a fintech startup, resolving trading and technical issues by troubleshooting developer console logs and screenshots and collaborating with cross-functional teams. Consistently achieved KPIs above 95% in AHT, CSAT, QA and FCR.

Zendesk Jira CRM Troubleshooting Chat Support Telegram QA CSAT FCR

Customer Service Associate

Amazon

Aug 2018 - May 2019 (9 months)

Managed 70–80 daily chats and multi-channel international customer inquiries for retail orders, shipping, refunds and replacements, and maintained performance metrics per company policy. Awarded 'FUZZY CHAMP' for resolving a complex case.

Chat Support Order Management Metrics Refunds

Programmer Analyst Trainee

Cognizant Technology Solutions

May 2017 - Jul 2018 (1 year 2 months)

Worked L2 tickets on a US MetLife project using SQL and Informatica to monitor databases, verify data flows and resolve application issues while supporting L1 teams. Reported on database workflows and collaborated with stakeholders to maintain system reliability.

SQL Informatica L2 Ticketing Troubleshooting

Education

Degrees, certifications, and relevant coursework

CMS College of Education, Coimbatore

Bachelor of Education, Education

Studied for a Bachelor of Education at CMS College of Education in Coimbatore.

Sri Krishna Arts and Science College

Bachelor of Computer Applications, Computer Applications

Studied for a Bachelor of Computer Applications at Sri Krishna Arts and Science College affiliated with Bharathiar University in Coimbatore, Tamil Nadu, India.