Md Ashfaque Hussain
@mdashfaquehussain
Customer support specialist excelling in SaaS, payments, and onboarding.
IndiaWhat I'm looking for
I am a customer support specialist with 3+ years of experience across SaaS, e-commerce, and B2B/B2C support, primarily working remote to deliver fast, empathetic service.
I am proficient with Zendesk, Salesforce, Freshdesk, Freshchat, Jira, and Google Workspace, and I consistently maintain accurate client records and clear case documentation.
I have led onboarding workflows, resolved payment and refund disputes, handled KYC and fraud investigations, and escalated technical or payment-related bugs to engineering for timely resolution.
I thrive in collaborative, fast-paced environments, prioritize documentation accuracy and compliance, and am focused on ensuring reliable platform operations and excellent customer outcomes.
Experience
Work history, roles, and key accomplishments
SaaS Product Support & Client Operations
Cotality
Mar 2025 - Present (5 months)
Provided real-time support via Freshdesk and Freshchat, resolving payment, account, and compliance issues; maintained client records with 100% accuracy and escalated high-impact bugs via Jira to ensure timely closure.
Customer Support Associate
Amazon
May 2024 - Nov 2024 (6 months)
Delivered chat and email support resolving orders, account, and payment disputes; handled refunds and escalated failed payments and recurring system bugs while maintaining accurate CRM and knowledge base documentation.
Virtual Customer Support (Risk & Concessions)
Amazon
May 2023 - Sep 2023 (4 months)
Investigated fraudulent and suspicious transactions applying KYC protocols, managed concessions and account reinstatements to ensure policy compliance, and documented cases to meet audit requirements while improving customer satisfaction.
Customer Care Advisor
Concentrix
Nov 2022 - May 2023 (6 months)
Handled inbound voice support for billing, refunds, and ride payment disputes, logged tickets in Zendesk, coordinated with finance and technical teams for timely resolution, and escalated app and compliance issues.
Education
Degrees, certifications, and relevant coursework
MJManipal University Jaipur
Bachelor of Computer Applications, Computer Applications
Pursuing a Bachelor of Computer Applications at Manipal University Jaipur with expected graduation in 2026.
Md Jan High School
High School Diploma, Secondary Education
Completed secondary education at Md Jan High School in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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