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mukesh joshi

@mukeshjoshi

I resolve complex SaaS platform issues and improve customer outcomes through diagnostics, escalation management, and engineering collaboration.

India

Message

What I'm looking for

I'm looking to resolve complex SaaS and platform issues, collaborate closely with product and engineering teams, improve customer outcomes, and contribute through troubleshooting, feature testing, training, and escalation management.

At Maropost India, I resolve complex SaaS product and system issues across chat, email, and calls. I bridge customers and developers through issue replication, bug reporting, root cause analysis, and integration troubleshooting.

I’ve led support teams of 15–18 agents, maintained 93%+ CSAT, and improved retention by 20% through escalation handling, coaching, and process improvements. I also test feature rollouts, create onboarding and training content, and use AI-assisted tools carefully to speed up accurate support.

Experience

Work history, roles, and key accomplishments

Current

Senior Client Support Specialist

Current

Maropost India Pvt Ltd

Sep 2022 - Present (4 years)

Delivers technical support across chat, email, and calls, resolving complex product and system issues. Performs root cause analysis and collaborates with engineering teams for resolution.

Technical Troubleshooting Root Cause Analysis API Support Integration Support SaaS Support Cloud Platform Support Zendesk SLA Management Knowledge Base Documentation Escalation Handling Cross Functional Collaboration AI Tools

Team Leader

Virtual Opplossing Pvt Ltd

Dec 2019 - Dec 2021 (2 years)

Managed a team of 15-18 support agents, ensuring SLA adherence and quality standards. Handled critical escalations, improving retention rate by 20% and maintaining 93%+ CSAT.

Team Management SLA Management Quality Assurance KPI Achievement Escalation Handling Training Performance Coaching Process Improvement

Customer Support Specialist

OSI Infotech Pvt Ltd

Jun 2017 - Dec 2019 (2 years 6 months)

Provided end-to-end support to international customers via chat, email, and calls. Troubleshot technical, billing, and service-related issues ensuring timely resolution.

Customer Support Troubleshooting Billing Support Service Issues International Clients