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Jay Bundela

@jaybundela

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Player Support Specialist at Keywords Studios, resolving complex technical issues while maintaining 95%+ CSAT.

India

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At Keywords Studios, I provide high-tier technical support to a global player base, resolving complex system, networking, and account issues. I maintain 95%+ CSAT while meeting KPI, AHT, and QA expectations.

At Ubisoft Entertainment India Pvt. Ltd., I supported PC and console players and handled complex e-commerce, billing, and refund escalations. I used diagnostic logs and crash reports for root cause analysis, and built weekly workforce rosters to support coverage and SLA adherence.

Across support and operations work, I’ve contributed to SOPs and training documentation, and I bring Python, SQL, dashboards, and workflow automation to improve operational consistency. My certifications include IBM Data Analyst, Confluence Mastery with AI Integration Essentials, and Google IT Support.

Experience

Work history, roles, and key accomplishments

Current

Player Support Specialist

Current

Keywords Studios

Oct 2023 - Present (3 years)

Provide high-tier omnichannel digital technical support to a global player base, resolving complex system, networking, and account issues. Maintain 95%+ CSAT while meeting KPI, AHT, and QA expectations.

Technical Support Omni Channel Support CSAT KPIs AHT QA Google Play app store

Senior Support Specialist / Acting Team Lead

Ubisoft Entertainment India Pvt. Ltd.

Jun 2020 - Oct 2023 (3 years 4 months)

Delivered technical and account support across PC and console platforms, handling escalations and performing root cause analysis. Built workforce rosters, revised SOPs, and acted as operational lead during Team Lead absence.

Technical Support Account Support Ecommerce Billing Refunds RCA Incident Management Change Management Rostering SLA SOP Development Training

Customer Service Associate - Uber Operations

Teleperformance Pvt. Ltd.

May 2016 - Sep 2016 (4 months)

Managed B2B partner support through high-volume email workflows, processing 100+ critical tickets daily. Resolved complex billing and fare disputes with financial adjustment authority up to $50 per transaction.

B2B Support Email Workflows Billing Fare Disputes Quality Assurance Transaction Auditing

Customer Service Associate - Flipkart Operations

Minacs Pvt. Ltd.

Sep 2015 - Feb 2016 (5 months)

Resolved high-volume e-commerce escalations involving logistics, refunds, order modifications, and replacements.

Ecommerce Escalation Management Logistics Refunds Change Orders Replacements

Education

Degrees, certifications, and relevant coursework

Coursera

IBM Data Analyst Professional Certificate, Data Analytics

IBM Data Analyst Professional Certificate completed in August 2026, covering Python, SQL, relational databases, data visualization, Excel, dashboards, and Generative AI.

Coursera

Google IT Support Professional Certificate, Information Technology

Google IT Support Professional Certificate completed in July 2025, covering technical support fundamentals, networking, operating systems, system administration, IT infrastructure, and IT security.

Manipal University Jaipur

Bachelor of Computer Applications, Computer Applications

Bachelor of Computer Applications (BCA) degree from Manipal University Jaipur.

Coursera

Confluence Mastery with AI Integration Essentials, Knowledge Management

Confluence Mastery with AI Integration Essentials completed in August 2026, covering knowledge base management, workflow automation, AI integration, and reporting systems.