Karthik Prakash
@karthikprakash
Product support specialist driving faster onboarding and higher customer satisfaction.
IndiaWhat I'm looking for
I am a product support specialist with extensive experience delivering global customer support across APAC, North America, and Europe, improving onboarding speed and support efficiency for enterprise clients. I have led integrations (SSO, SFTP, calendar sync, video conferencing) and implemented AI-driven solutions that reduced unresolved tickets and saved substantial agent time.
I excel at end-to-end customer support, having raised CSAT scores, built GPT-based knowledge bases, deployed ticketing automations, and analyzed ticket trends to remove repeat queries. I collaborate cross-functionally with product and engineering to drive measurable improvements in first-contact resolution and retention.
Experience
Work history, roles, and key accomplishments
Product Support Specialist
Chronus
Sep 2024 - Dec 2025 (1 year 3 months)
Delivered global customer support across APAC, North America, and Europe, led 50 enterprise integrations and deployed an AI-powered ticketing system that reduced unresolved tickets by 25% and accelerated onboarding by 35 days.
Customer Support Specialist
Rapid Data
Jun 2023 - Jan 2024 (7 months)
Delivered end-to-end support across calls, email, and chat using Zendesk and Intercom, resolving 95% of client issues and raising customer satisfaction from 80% to 96%.
Managed customer inquiries for an e-commerce marketplace, processed 100 refund requests monthly with 99% accuracy and maintained average CSAT above 95%.
Handled B2B customer onboarding and support, audited calls for compliance, coached representatives to achieve a 95% team CSAT and helped reduce unresolved cases by 20%.
Education
Degrees, certifications, and relevant coursework
Chronus
Mentoring Software
2024 - 2025
Engaged in mentoring software-related activities at Chronus from 09/2024 to 12/2025.
RKM Vivekananda College
Bachelor of Commerce, Commerce
2010 - 2013
Completed a Bachelor of Commerce at RKM Vivekananda College from 06/2010 to 06/2013.
Availability
Location
IndiaAuthorized to work in
Website
enhancv.comJob categories
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