Ashutosh Kumar
@ashutoshkumar2302
I resolve complex SaaS customer issues and improve support operations.
IndiaWhat I'm looking for
At Kenko AI, I manage 45 customer tickets daily across chat and email, maintaining 90%+ CSAT while delivering L2/L3 support with first responses under 10 minutes and resolutions under 12 hours.
I work directly with clients through Google Meet and Zoom to troubleshoot complex issues, configure products, and resolve payment, subscription, refund, and mobile app store submission challenges. I also partner with Product and Engineering to reproduce defects, track bugs, and reduce engineering follow-up requests by 25%.
Previously at ItsACheckmate, I delivered L1 and L2 technical support for enterprise restaurant brands, helped reduce repeat escalations by 20%, and contributed to a 15% reduction in overall resolution time.
My operations background spans customer onboarding, retention, service delivery, corporate account management, team training, SOPs, and process improvement. I've improved CSAT from 70% to 90% and enjoy using customer feedback and ticket trends to make support more efficient.
Experience
Work history, roles, and key accomplishments
Senior Product Support Specialist
Kenko AI
Oct 2024 - Present (1 year 10 months)
Manage an average of 45 customer tickets daily across chat and email, handling 20% higher ticket volume than the team average while consistently meeting SLA targets. Maintain a CSAT score above 90%, delivering effective L2/L3 support with an average First Response Time (FRT) under 10 minutes and Average Resolution Time (ART) under 12 hours.
Education
Degrees, certifications, and relevant coursework
Symbiosis Centre for Distance Learning
Post Graduate Diploma in Business Administration, Business Administration
Pursued a Post Graduate Diploma in Business Administration, enhancing skills in business management and operations.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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