Open to opportunities

Rahul raj

@rahulraj4

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Experienced SaaS customer support specialist focused on technical issue resolution and onboarding.

India

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What I'm looking for

I seek a role in a growth-oriented SaaS company where I can solve technical customer issues, drive onboarding efficiency, improve processes, and collaborate with product teams to enhance the customer experience.

I am a Customer Support Specialist with 6+ years of experience in SaaS environments, combining technical troubleshooting, API support, and customer onboarding to drive strong customer outcomes. I consistently maintained 95%+ CSAT and an 85% first-call resolution rate while resolving 50+ complex queries daily.

My work emphasizes process optimization and cross-functional collaboration: I created standardized troubleshooting workflows, built operational dashboards, contributed 40+ knowledge base articles, and collaborated with product and engineering teams on multiple feature improvements.

I hold an MBA and certifications in Salesforce, Zendesk, and technical writing, and I am passionate about reducing time-to-value for customers, improving product experiences based on feedback, and scaling support processes effectively.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Concentrix

Jun 2019 - Jun 2025 (6 years)

Resolved 50+ complex customer queries daily across multiple SaaS products, maintaining 95%+ CSAT and reducing time-to-value for new customers by 30% through improved onboarding and troubleshooting.

Zendesk Salesforce Service Cloud Customer Onboarding Escalation Management

Business Operations Support

Quicklo

Mar 2018 - May 2018 (2 months)

Supported customer communications and technical onboarding for a fintech SaaS platform, contributed to documentation and customer experience optimizations during rapid startup growth.

Customer Onboarding Documentation Fintech Customer Communications Workflow Optimization