Looking for a job

Amit Kumar

@amitkumar41

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Senior Customer Support Executive with 10 years' remote support experience.

India

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What I'm looking for

I am seeking a full-time remote role where I can resolve customer issues, meet SLAs, contribute to high CSAT, collaborate cross-functionally, and grow in customer success or community management while working flexible global shifts.

I am a Senior Customer Support Executive with 10 years of experience supporting customers across email, chat, and voice channels, focused on first-contact resolution, SLA adherence, and maintaining high CSAT. I have handled high-volume interactions, resolved account, billing, and technical issues, and worked flexibly across US, EU, and APAC shifts in fully remote environments.

I bring experience with helpdesk platforms (Merlin, CIS, Optics, HubSpot, Epicor, Freshdesk), CRM systems, and collaboration tools like Slack and Google Workspace, and have driven measurable results such as high resolution rates, accurate billing records, and upsell contributions. I am an immediate joiner open to full-time remote roles and global shifts.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Executive

Current

Sustained Focuz Tech Private Limited

Oct 2023 - Present (2 years 3 months)

Handled 40–60 customer interactions per shift via email, chat, and voice for a US client, resolving account, billing, and service issues while consistently meeting SLA and quality benchmarks to maintain high customer satisfaction.

Email Support Live Chat SLA Remote Collaboration Customer Empathy

Senior Technical Support

Accoona Global

Aug 2020 - Apr 2023 (2 years 8 months)

Supported e-commerce customers for a US client handling 50+ inquiries daily, processed 150–200 orders weekly with accurate documentation, and managed $50,000+ monthly payments while maintaining 95%+ customer satisfaction.

E commerce Support Order Processing Payment Gateways CRM Customer Satisfaction Billing Phone Support Documentation

Senior Associate Technical Support

Tech Mahindra Limited

Dec 2018 - Dec 2019 (1 year)

Acted as first point of contact for 50+ daily Verizon customers, achieving 90%+ first-call resolution, troubleshooting telecom services, and upselling upgraded products to increase service adoption by 15%.

Telecom Troubleshooting Call Resolution Upselling Customer Education Ticketing Systems Escalation Management Remote Support

Senior Associate (Water Utility)

WNS Global Services

May 2016 - May 2018 (2 years)

Managed 30+ daily customer queries for a UK client, ensured 98% case closure within SLA, maintained 100% billing accuracy across meter data and processed 500+ invoices monthly without discrepancies.

Customer Service Invoicing SLA Management Case Documentation

Voice Associate (Help Desk)

Infosys Limited

Sep 2013 - Feb 2016 (2 years 5 months)

Handled 50+ daily help-desk inquiries, resolved over 90% of technical and administrative queries within 24 hours, and operated EPABX (Avaya) systems to reduce call connectivity issues.

Help Desk Technical Troubleshooting Ticketing