Open to opportunities

Queen Choudhary

@queenchoudhary

Customer Support and Onboarding Specialist with 3+ years of experience supporting customers and business partners across B2B SaaS platforms.

India

Message

What I'm looking for

I am looking for a role that allows me to enhance customer experiences and offers opportunities for professional growth in a supportive environment.

I’m a Customer Support & Onboarding Specialist with 3+ years of experience in SaaS, customer support, onboarding, and technical troubleshooting. I currently work at HyperGuest, where I manage customer onboarding, platform setup, support cases, integrations, test bookings, and technical issues. I work closely with customers and internal technical teams to resolve complex issues and ensure a smooth customer experience.

Previously, I worked at SoftNice, supporting an HRMS/VMS SaaS platform, where I handled customer onboarding, account setup, product guidance, troubleshooting, and ongoing support.

I enjoy solving customer problems, learning new technologies, and turning complex issues into simple solutions. I’m particularly interested in Customer Success, Customer Support, Customer Onboarding, and SaaS roles where I can build strong customer relationships while also using my technical troubleshooting skills.

One of my key achievements is maintaining a 4.8/5 (96%) CSAT in my current role while managing multiple customer cases and meeting SLA expectations. I’m also comfortable working with tools such as Jira, Zoho Desk, Freshdesk, Intercom, Postman, API logs, and XML requests/responses.

I’m now looking for a remote opportunity where I can continue growing in Customer Success/Onboarding, take more ownership of customer relationships, and contribute to a growing SaaS company.

Experience

Work history, roles, and key accomplishments

Current

Customer Onboarding & Support Specialist

Current

HyperGuest

Aug 2025 - Present (1 year)

Customer Support and Onboarding Specialist with 3+ years of experience supporting customers and business partners across B2B SaaS platforms. Experienced in customer onboarding & support, account setup, product guidance, issue resolution,
customer communication, and maintaining high service standards across email, support tickets, calls, and virtual meetings.

Customer Support Onboarding and Support Troubleshooting Customer Experience API Integration Customer Success Meeting Notes Client Onboarding Documentation Knowledge Base Ticket Management Zoho Desk Amazon Connect Phone Email Chat Support Ticketing Platforms Ticket Support Ticketing Systems

Customer Support Specialist

SoftNice Inc. / SpicaSolutions

Jan 2023 - Jan 2025 (2 years)

Managed customer interactions via live chat, email, and ticketing systems, ensuring timely resolution and providing technical support for SoftApp, a VMS & HRMS platform. Led client onboarding and exit processes, assisting with account setup and workflows, while also creating and maintaining FAQs and knowledge base articles for customer self-service.

Intercom Troubleshooting Customer Onboarding Confluence

Business & Marketing Support Trainee

SolitaireInfosys

Oct 2021 - Nov 2021 (1 month)

Assisted in handling customer inquiries and improving engagement strategies, while also conducting market research to identify business challenges and growth opportunities. Contributed to the execution of marketing campaigns and event planning, and helped develop marketing content and presentations to enhance brand communication.

Market Research Marketing Campaigns Content Development Brand Communications Customer Engagement Problem Solving

Trainer/Mentor

Freelance

Jan 2018 - Dec 2020 (2 years 11 months)

Provided personalized training and mentorship to professionals in various technical and business domains, developing educational materials for one-on-one coaching sessions. Assessed progress, provided constructive feedback, and ensured effective skill development for mentees.

Training Mentorship Coaching Problem Solving Communication Skills Presentation Skills

Education

Degrees, certifications, and relevant coursework

A&M College, Pathankot (Punjab Technical University)

Master of Business Administration, Human Resource; Marketing

Completed a Master of Business Administration with a major in Human Resources and a minor in Marketing. The program focused on developing comprehensive business acumen and strategic management skills.

AB College, Pathankot (GURU NANAK DEV UNIVERSITY)

Bachelor of Science, Science

Obtained a Bachelor of Science degree from AB College, affiliated with Guru Nanak Dev University. The curriculum provided a foundational understanding of scientific principles and methodologies.