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Aditya Pandya

@adityapandya1

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Technical customer support at HighLevel, troubleshooting SaaS workflows and refining an AI-assisted support workflow.

India

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At HighLevel, I provide technical support for CRM, marketing automation, communications, and AI features. I investigate customer issues by reproducing problems, tracing root causes, and documenting actionable defects for Engineering.

I also built and refined a ChatGPT-assisted support workflow: CLIENT generates customer-ready responses, while ETN creates structured escalation notes. Earlier, I supported UK customers at Amazon as a CAP / SME and handled customer support at Amazon and Aegis India.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

HighLevel

Oct 2024 - Present (2 years)

Provide technical SaaS support for CRM, marketing automation, communications, AI features, funnels, websites, calendars, forms, and workflow automation. Handle 20+ customer interactions per day across chat, email, helpdesk, Zoom, and WhatsApp while maintaining 93% CSAT.

CAP / SME, Customer Support

Amazon

Aug 2023 - Oct 2024 (1 year 2 months)

Supported UK customers through chat and email, handling complex issues, escalations, payment/refund cases, and policy-sensitive situations. Served as SME for the Amazon UK Business team, supporting escalations, process guidance, and new-hire training.

Customer Support Escalation Management Payment And Refund Handling Sensitive Situations Handling Investigation Documentation New Hire Training Process Guidance

Customer Service Executive

Amazon

Aug 2017 - Nov 2021 (4 years 3 months)

Handled high-volume customer support and complex escalations requiring investigation, documentation, and timely resolution. Specialized in risk/fraud-related cases and preventive decision-making, including unusual refund patterns and sensitive customer situations.

Customer Support Escalation Management Risk and Fraud Investigation Documentation Communication Skills Case Handling

Customer Support Executive

Aegis India

Dec 2016 - Jun 2017 (6 months)

Handled inbound billing and technical queries, created and updated support tickets, and collaborated with backend teams on issue resolution. Troubleshot customer issues and communicated practical next steps while maintaining timely service.

Billing Inquiries Technical Inquiries Ticket Support Troubleshooting Collaboration Communication Skills