Open to opportunities

kaarthik keyan

@kaarthikkeyan

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Customer advocacy and support leader with 15 years’ experience in ITES, social support, and knowledge management.

India

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What I'm looking for

I seek a senior/customer-facing role focused on knowledge management, technical support or operations in a collaborative, growth-oriented company where I can drive customer satisfaction and process improvements.

I am a customer advocacy and ITES professional with 15 years of experience across social support, voice, chat and email channels, specializing in knowledge management, technical support and operations. I have served in roles from frontline product support to solution engineering and knowledge base enablement.

At Chargebee I designed technical solutions, interfaced with customers, and authored over 600 knowledge base articles covering product configuration, advanced solutions, error cases and third-party integrations. Previously I supported Norton products at Symantec and Dell, consistently delivering fast response times, high customer retention and multiple performance awards.

I bring strong troubleshooting, project and workforce management skills, familiarity with Salesforce, Jira, VMware and multiple OS platforms, and a service-driven mindset focused on resolution, empathy and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Solution Engineer

Current

Chargebee Technologies Pvt. Ltd.

Oct 2021 - Present (4 years 1 month)

Interfaced with customers to identify needs and designed technical solutions; presented and sold software while coordinating cross-functional teams to improve customer experience and implement product updates.

& Customer Success SaaS Sales Technical Troubleshooting Cross Functional Collaboration Product Presentations Salesforce Zendesk API Integration

Knowledge Base Enablement Specialist

Chargebee Technologies Pvt. Ltd.

Jan 2022 - May 2023 (1 year 4 months)

Developed and maintained a comprehensive knowledge base, authoring 600+ solution articles and training materials to improve agent self-service and issue resolution accuracy.

Knowledge Management Technical Writing Documentation Training Content Strategy Jira Confluence UX Writing Analytics

Social Support Analyst

Symantec Software & Service Pvt. Ltd.

Mar 2016 - Jun 2019 (3 years 3 months)

Managed social media support across platforms (Facebook, Twitter, Instagram) with sub-10 minute response goals and resolved technical product issues while producing content and competitor analysis.

Social Media Support Community Management Customer Advocacy Content Creation Crisis Response Norton Products Analytics

Client Tech Support Associate

Dell International Services

Sep 2015 - Mar 2016 (6 months)

Provided phone and chat-based hardware/software support for Dell desktops and laptops, including OS installation, driver troubleshooting, networking, and data backup support.

OS Installation Networking Data Backup Driver Support Customer Support Remote Assistance Windows

Product Support Agent

Symantec Software Pvt. Ltd.

Jan 2014 - Jun 2015 (1 year 5 months)

Supported Symantec consumer products across security and backup, handled installations, error troubleshooting, subscription renewals, and knowledge base reporting to improve customer retention.

Antivirus Support Troubleshooting Subscription Management KB Reporting SaaS Support Customer Service

Sr. Specialist Operations

Sutherland Global Services

Jun 2010 - Jan 2014 (3 years 7 months)

Led requirement analysis, troubleshooting, and process documentation for Norton security operations; mentored teams and recommended technical solutions to improve performance against client metrics.

Operations Management Troubleshooting Stakeholder Management Training QA Customer Service

Operational Manager

Whiz e Solution Pvt. Ltd.

Dec 2009 - May 2010 (5 months)

Managed operations team to meet business targets, implemented SOPs, oversaw recruitment and performance reviews, and controlled expenses to align with budgets.

Team Management SOP Development Recruiting Performance Management Budgeting Customer Relations Operations

Project Manager

CA InfoTech India Pvt. Ltd.

Jul 2007 - Sep 2009 (2 years 2 months)

Managed web development projects (PHP/MySQL), coordinated cross-functional teams, led QA and launches, and maintained SOPs and documentation for web product implementations.