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Mekala Saminathan

@mekala

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Technical & customer support professional with 5 years resolving issues and building customer trust.

India

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What I'm looking for

I’m looking for a role where I can own technical customer issues end-to-end—troubleshoot, collaborate with development, resolve tickets quickly, and continuously improve knowledge bases to keep customers satisfied.

I’m a Technical and Customer Support Professional with 5 years of experience providing high-quality service and resolving customer inquiries with professionalism and efficiency. I build trust through clear communication, attention to detail, and a solutions-focused mindset.

In my recent role as a Customer Support Executive, I interacted with clients to understand queries, acted as a bridge between clients and the development team, and performed basic application testing before demonstrations. I validated fixes after resolution, wrote basic UI test cases for key user flows, tracked bugs in Jira, and kept knowledge bases updated with help articles and FAQs.

Previously, as a Technical Support Engineer L1, I handled email/chat support using Zendesk and CRM tools, managed and prioritized customer tickets by severity and impact, and escalated complex cases to Level 2 when required. I troubleshot application issues, created internal support documentation, identified recurring problems, and maintained quality while supporting high-volume requests across international regions.

Experience

Work history, roles, and key accomplishments

Customer Support Executive

Techlances Consultancy Services

Oct 2024 - Feb 2025 (4 months)

Provided technical customer support by gathering client requirements, troubleshooting issues, and coordinating with the development team to resolve problems end-to-end. Performed basic application testing, reported and verified bugs in Jira, and maintained knowledge base documentation to drive complete ticket resolution.

Customer Support Zendesk Jira Intercom Bug Reporting Knowledge Base Management

Technical Support Engineer L1

Movate Technologies Private Limited

Sep 2021 - May 2023 (1 year 8 months)

Handled customer support requests by troubleshooting application issues and managing tickets in Zendesk and CRM tools. Prioritized by severity and impact, escalated complex cases to L2, and created and updated knowledge base articles for recurring problem resolution.

Technical Troubleshooting Zendesk CRM Tools Ticketing Prioritization Knowledge Base Management Escalation Management

Technical Support Engineer L1

CSS Corp Private Limited

Mar 2019 - Jan 2020 (10 months)

Provided phone/email/chat support for installation, maintenance, and upgrades, resolving customer issues through standard escalation procedures. Documented solutions, contributed to knowledge base help articles, and coordinated with internal teams to ensure timely closure for high-volume requests.

Customer Support Zendesk Issue Tracking Escalations Knowledge Base Management Installation Maintenance

Customer Service Executive

DHL Express India Private Limited

May 2016 - May 2018 (2 years)

Managed customer interactions for shipment tracking via phone, email, and chat, including resolution of delivery and shipment overbooking complaints. Followed up on shipment status, handled escalated queries, and supported international customers with import/export shipment information updates.

Customer Service Shipment Tracking Complaint Resolution Escalation Handling Phone Email Chat Support