Simarpreet Kaur

I’m a Product Support Analyst with hands-on experience synthesizing qualitative data, mapping user behaviour patterns, and translating research findings into structured recommendations that inform product and market strategy at an AI company.

From 100+ weekly customer support tickets via Zendesk, I identify recurring friction points and produce insight reports that contributed to a ~47% reduction in escalations. I also track the AI product landscape—watching competitor feature releases, positioning shifts, and industry trends—so teams can improve retention and product decisions with evidence.

I’m known for process documentation and operational workflow optimization: I draft requirements and functional feedback with cross-functional partners (engineering, product, and design), support UAT for new releases, and automate repetitive reporting using Google Apps Script and the Zendesk API.