Open to opportunities

Rupal Singh

@rupalsingh1

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Dedicated Product Support Engineer with a passion for client satisfaction.

India

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What I'm looking for

I am looking for a role that values client relationships and offers opportunities for professional growth.

I am a Product Support Engineer with a strong commitment to enhancing client satisfaction and operational efficiency. Currently, I work at SaaS Labs, where I provide Tier ½ support for JustCall, maintaining an impressive average CSAT score of over 98% across more than 2000 resolved conversations. My role involves troubleshooting product-related issues, performing root cause analysis, and collaborating with cross-functional teams to relay customer feedback and improve product offerings.

Previously, I served as a Senior Analyst at Personiv, where I educated and supported clients across the US, Australia, and Canada on various SaaS products. My experience in building rapport with clients and facilitating issue resolution has honed my ability to deliver exceptional service. I have also worked in various roles that required strong communication and problem-solving skills, which I leverage to drive impact and growth in my organization.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

SaaS Labs (JustCall)

Nov 2024 - Present (8 months)

Provided Tier 1/2 support for JustCall, addressing technical queries and resolving customer tickets on Intercom while maintaining an average CSAT score of 98%+ across 2000+ resolved conversations. Collaborated cross-functionally with product and engineering teams by relaying customer feedback, bug reports, and feature requests to enhance product roadmap decisions via Slack.

Intercom Troubleshooting Root Cause Analysis Slack Customer Support Billing Management Lead Qualification Product Support SaaS

Senior Analyst

Personiv (now E-Clerx)

Jul 2023 - Jun 2024 (11 months)

Educated, supported, demonstrated, and advised clients in the US, Australia, and Canada on all Thryv-related products, providing B2B support to small and medium-sized businesses on their SaaS via phone, email, and Zoom. Facilitated client issue resolution by leveraging cross-functional teams and keeping the client informed until resolution.

B2B Support SaaS Product Knowledge Client Relationship Management Zoom)Email Support Phone Support

ACT Member (Agent Errors Control Team)

IGT Solutions

Dec 2022 - Mar 2023 (3 months)

Worked as an ACT Member for the Voice profile, monitoring and validating all transactions to avoid agent errors. Coached and mentored agents with the correct skillset as per client requirements by sharing product knowledge and loss prevention tips.

Quality Control Coaching Mentoring Product Knowledge Error Prevention

Process Associate

IGT Solutions

Feb 2022 - Dec 2022 (10 months)

Handled customer care issues related to reservations for flights, lodging, car rentals, activities, and packages, including booking, re-booking, exchanges, and cancellations. Provided First Call Resolution (FCR) to customers on calls and chat, utilizing navigation tools and Amadeus (GDS) to efficiently resolve queries.

Customer Service CRM Chat Support Expedia Process Improvement