# Gaurav Gauba

Gaurav Gauba is a remote worker on Himalayas, Application / Product Support Specialist at Total Marketing Support India Pvt. Ltd. / DS Smith, based in India.

Source: https://himalayas.app/@gauravgauba

```text
Application Support Specialist at TOTAL MARKETING SUPPORT INDIA PVT. LTD. / DS SMITH who supported LockIT and mTivity across four regions.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Application Support Specialist, Product Operations Specialist, SaaS Support Specialist, Technical Support Analyst, Customer Support Specialist |
| Skills | SaaS Support, Application Operations, L2 L3 Technical Support, Incident Management, Escalation Management, Root Cause Analysis, Product Support, Customer Support, Application Onboarding, Application Configuration, SaaS Licensing, License Audits, Power BI Reporting, Operational Analytics, Process Improvement |

## What I'm looking for

```text
I’m targeting remote-first roles in India and remote roles with international organisations, particularly global technology and SaaS organisations.
```

## About

```text
At TOTAL MARKETING SUPPORT INDIA PVT. LTD. / DS SMITH, I supported the global SaaS applications LockIT and mTivity across AMEA, Europe, North America and LATAM. I handled application onboarding, configuration and license administration.

I investigated incidents and managed L2/L3 escalations, coordinating with cross-functional teams on resolution. I also developed Power BI dashboards for leadership reporting, including CSAT, FCR and TAT metrics.

At ZEND TALENT DEVELOPMENT, NOIDA, I supported SourceChain CRM through SQL and application administration tools. I managed customer and application support through Zendesk, created Power BI reports, and maintained knowledge-base content.

Earlier, I provided technical support for Salesforce-integrated mobile applications at ASTEGIC INFOSOFT PVT. LTD. and Microsoft Office Live at TELEPERFORMANCE (CRM SERVICE INDIA). I’m targeting remote-first roles with global technology and SaaS organisations.
```

## Experience

### Application / Product Support Specialist

Total Marketing Support India Pvt. Ltd. / DS Smith. Nov 2021 - Jul 2026

```text
Lead global SaaS application support for LockIT and mTivity across multiple regions. Manage onboarding, configuration, license administration, and develop Power BI dashboards for leadership reporting.
```

Skills: SaaS-Support, L2-L3-Technical-Support, Incident-Management, Escalation-Management, Power-BI, Zendesk, Jira, Salesforce, SQL, Microsoft-Power-Platform, SharePoint, Microsoft-365, Process-Improvement

### Assistant Manager – Client Services

Zend Talent Development. Dec 2018 - May 2020

```text
Supported SourceChain CRM through SQL and application administration tools. Managed L2/L3 customer and application support through Zendesk, created Power BI reports, and coordinated with Development and QA teams.
```

Skills: SQL, Zendesk, Power-BI, Confluence, Jira, Application-Support, L2-L3-Support, Knowledge-Management

### Senior Technical Support Executive

Astegic Infosoft Pvt. Ltd.. Jun 2013 - Oct 2018

```text
Provided technical support for Salesforce-integrated mobile applications including ScanBizCards and CircleBack. Managed L2/L3 support tickets using Zendesk and developed user analytics reports using CleverTap.
```

Skills: Salesforce, Zendesk, CleverTap, Jira, Pivotal-Tracker, L2-L3-Support, Mobile-Apps, Technical-Support

### Global Test Centre Support Analyst

Prometric Testing. Jun 2012 - Dec 2012

```text
Provided technical configuration and operational support for Windows-based testing centres. Supported live testing environments including TOEFL, PMP, and Microsoft programs.
```

Skills: Windows, Technical-Support, Test-Centre-Operations, Troubleshooting

### Technical Support Associate – Microsoft Office Live

Teleperformance (CRM Service India). Aug 2007 - Oct 2011

```text
Delivered Tier 2/3 technical support for Microsoft Office Live applications. Supported account management, synchronization, and billing-related issues, and authored technical help content.
```

Skills: Microsoft-Office-Live, Technical-Support, Troubleshooting, SLA-Management, Documentation

## Education

### Nababharat Shiksha Parishad

Bachelor of Computer Applications, Computer Applications. Grade: 1st Grade

```text
Bachelor of Computer Applications (BCA) with 1st Grade.
```

### CMC Ltd.

Diploma, Software Technology. Grade: A Grade

```text
Diploma in Software Technology with A Grade.
```

## Tech stack

- Salesforce
- Slack
- Zendesk
- Jira
- Confluence
- SQL
- Pivotal Tracker
- Power BI

To contact Gaurav, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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