Raj Chavan

I’m a Support Consultant with over 6+ years of experience in client engagement, relationship management, and resolving complex technical issues that go beyond L1 capabilities. I’m known for building strong client partnerships by understanding business needs and adapting quickly in dynamic environments.

In my current role, I conduct in-depth research to resolve escalations accurately, minimizing repeat issues and improving client satisfaction. I also serve as the Single Point of Contact for Major Incident Management, coordinating communication between development teams, clients, and internal leadership.

I’ve consistently owned support outcomes for high-value clients, met all KPIs, and achieved a CSAT of 4.9. I lead pilot projects for beta releases, perform technical investigations to pinpoint bugs for the Development Team, and support onboarding and mentoring for new hires.

Earlier, I worked as an Amazon Technical Support Associate, where I contributed to the ‘Rosetta’ pilot by resolving technical queries for Italian and German markets. Prior to that, as a Customer Relations Advisor in the L2 Complaints Team at Tech Mahindra, I managed critical escalation calls, used de-escalation techniques, and authored documentation to strengthen internal knowledge bases.