Open to opportunities

Ashutosh Thakkar

@ashutoshthakkar

Message

Customer-obsessed technical support professional with 6+ years delivering exceptional service for global SaaS clients.

India

Message

What I'm looking for

I'm seeking a customer-facing technical support or customer success role at a SaaS company where I can resolve complex issues, improve CSAT, mentor peers, and drive process improvements.

I am a customer-obsessed technical support professional with more than six years of experience supporting global SaaS customers. I serve as a liaison between consumers and organizations, troubleshooting issues and ensuring clear, helpful communication.

I have supported clients across 135+ countries and consistently delivered high-quality outcomes, achieving a 4.9/5 CSAT and a 97% QA score in prior roles. I was recognized as MVP of the month in November 2023 for sustained above-and-beyond performance.

My strengths include technical troubleshooting, escalation management, and configuration support using tools such as Zendesk, Intercom, Jira, Salesforce and PagerDuty. I am comfortable handling complex incidents, replicating bugs, and coordinating cross-functional resolution.

I bring an analytical, process-driven approach, strong communication skills, and flexibility for varied shifts. I am committed to improving customer satisfaction, reducing resolution time, and contributing to team and product improvements.

Experience

Work history, roles, and key accomplishments

Current

Technical Services Representative

Current

Genea

Apr 2023 - Present (2 years 4 months)

Provide telephone, chat and email support for Genea's proptech SaaS, troubleshooting and configuring access control and HVAC deployments; log incidents in Zendesk and escalate issues, earning 'MVP of the month' (Nov 2023).

Zendesk Intercom Salesforce PagerDuty ScreenConnect Troubleshooting Customer Support

Senior Executive - Customer Support

ACTO Technologies

Dec 2021 - Mar 2023 (1 year 3 months)

Provided 24x5 support to global healthcare SaaS clients, resolving technical and non-technical queries via email, chat, and phone while managing JIRA tickets and coordinating with engineering and product teams.

Zendesk Jira Confluence Slack Customer Support Troubleshooting Incident Management Cross Functional Communication

Global Client Support - Associate

Interactive Brokers Software Services India

Aug 2019 - Sep 2021 (2 years 1 month)

Served clients from 135+ countries via inbound calls, email and chat, investigated trade and order issues on Trader Workstation and maintained a CSAT of 4.9/5 and QA score of 97%.

Zendesk Confluence Jira Trader Workstation Trade Investigations CSAT Customer Support

Relationship Manager

Reliance Securities

Jan 2018 - Jul 2019 (1 year 6 months)

Managed a portfolio of 578 clients and acquired new accounts; sold Demat accounts, mutual funds, life insurance, PMS and alternative investments to drive revenue and client retention.

Client Relationship Management Sales Demat Accounts Mutual Funds Portfolio Management Cross Selling Prospecting Financial Products

Assistant Manager

BMA Wealth Creators

Jun 2016 - Dec 2017 (1 year 6 months)

Executed trades and managed client accounts, delivered presentations to prospective clients to generate investments, and handled operations to support profitable trading activity.