Harshitharoy Raja
@harshitharoyraja
I resolve customer, payment, and technical support issues while improving service quality and SLA performance.
IndiaWhat I'm looking for
I'm currently supporting Modak customers across account, card, payment, funding, subscription, and transaction issues through phone, chat, email, and ticketing channels. I investigate root causes, provide L1 technical support, and ensure complex cases are documented and escalated effectively.
Previously, I supported Google clients through CSS Corp, troubleshooting access, onboarding, password, security-key, and system issues across Windows, macOS, and Linux. I worked toward a two-minute live-chat FRT, resolved cases within 5–9 minute SLAs, and maintained approximately 85% CSAT.
My experience also includes compliance operations at Amazon Development Centre India, where I reviewed seller listings against marketplace policies, and process-quality work at Faurecia. I bring a practical focus on accurate documentation, case ownership, service quality, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer & Compliance Associate
Modak
Sep 2024 - Present (2 years 1 month)
Handle customer interactions and support cases for account, card, payment, and transaction issues. Provide L1 technical support and collaborate with internal teams to resolve customer-impacting issues.
Reviewed seller products and listings against SOPs and quality standards, identifying restricted or non-compliant items. Managed seller cases and communicated corrective actions clearly.
Technical Support Executive
CSS Corp Pvt. Ltd.
May 2021 - Feb 2022 (9 months)
Provided Tier 1 technical support for Google clients via phone, chat, email, and remote assistance. Resolved issues within SLA timelines and maintained high CSAT.
Gap Leader
Faurecia Emission Control Systems
Apr 2019 - May 2020 (1 year 1 month)
Coordinated daily operations and monitored quality and process requirements. Performed root-cause analysis and supported continuous improvement initiatives.
Education
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IndiaAuthorized to work in
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