Hareeshma H
@hareeshmah
I resolve complex SaaS support issues, API integrations, and customer escalations across enterprise platforms.
IndiaWhat I'm looking for
I'm delivering tier-2 technical and functional support for Blackbaud's Financial Edge NXT, helping nonprofit organizations resolve complex product and configuration issues.
I diagnose SKY API integration issues involving authentication, payload validation, and request/response errors, while investigating recurring defects before escalating prioritized bugs to Product and Engineering. I also use Salesforce Service Cloud to manage cases, monitor SLAs, and maintain detailed customer histories.
Previously, I supported Prime Video users at Amazon across streaming, playback, authentication, and device compatibility issues. I bring experience managing high-volume phone, email, and chat support, improving knowledge-base content, and driving precise resolutions that support customer satisfaction.
Experience
Work history, roles, and key accomplishments
Technical Support Staff
Apr 2025 - Present (1 year 6 months)
Deliver tier-2 technical and functional product support for Financial Edge NXT, a cloud-based financial management platform. Diagnose and resolve complex SKY API integration issues and conduct root-cause analysis on recurring software defects.
Resolved technical streaming, playback, authentication, and cross-platform device compatibility issues for Prime Video users worldwide. Managed end-to-end customer escalations across phone, email, and chat.
Customer Support Associate
Emerald Enterprises
Jan 2019 - Nov 2019 (10 months)
Handled inbound customer inquiries regarding repayment schedules and account servicing, delivering clear and empathetic phone support. Researched customer account discrepancies to resolve billing and transaction concerns efficiently.
Education
Degrees, certifications, and relevant coursework
Kerala University
Bachelor of Technology, Electronics and Communication Engineering
2014 - 2018
Bachelor of Technology in Electronics and Communication Engineering from Kerala University, completed in 2018.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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