Open to opportunities

K Salem Raj Singh

@ksalemrajsingh

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Customer & technical support specialist improving CSAT with CRM-driven troubleshooting.

India

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What I'm looking for

I’m looking for a remote opportunity where I can support customers across chat/email (and voice when needed), troubleshoot confidently, maintain SLA/KPIs, and grow in a fast-paced team that values clear solutions and calm issue resolution.

I’m a Customer & Technical Support Specialist with 1.5+ years of experience supporting US (Comcast) and European (Sky Deutschland) customers through chat-based interactions. I handle 40–50 daily interactions (up to 3 concurrent chats), maintain 75–80%+ CSAT, and stay calm while resolving issues quickly.

I focus on tier 1 technical troubleshooting (telecom and smart home), billing and subscription support, and retention-focused cancellation prevention—while keeping SLA & KPI compliance through structured CRM case documentation. I’m comfortable working across enterprise tools like Salesforce and Siebel (plus Einstein 360 and Mercury) and coordinating with dispatch, billing, and retention teams, and I’m now looking for a remote opportunity to contribute consistently and keep growing.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Associate

Firstsource Solutions Ltd.

Mar 2025 - Oct 2025 (7 months)

Provided chat-based technical support for Sky TV subscription and cable services, handling 25–30 daily interactions and achieving 80%+ CSAT (target 65%). Managed retention-focused cancellation outcomes (best 4% vs 10% floor) and processed subscription/package changes and billing inquiries in Salesforce and Siebel.

Chat Support Technical Troubleshooting Salesforce

Technical Support Associate

Firstsource Solutions Ltd.

Mar 2024 - Mar 2025 (1 year)

Delivered high-volume chat technical support for Xfinity Internet, Cable TV, Landline, Mobile, and Xfinity Home, managing 40–50 interactions daily and up to 3 concurrent sessions. Maintained 75%+ CSAT (target 65%) and achieved 9–10% GSR sales conversion (target 8%) while troubleshooting home security connectivity and provisioning and documenting cases in Einstein 360, Mercury, and ACSR.

Chat Support Technical Troubleshooting Einstein 360 Mercury (Cloud CRM)Home Security Service Provisioning