Open to opportunities

Susmita Sen

@susmitasen

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Experienced SaaS Technical Support Engineer with a focus on customer satisfaction.

Uruguay

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What I'm looking for

I seek a role that fosters collaboration and allows me to leverage my technical support expertise while contributing to customer success and process improvement.

I am a SaaS Technical Support Engineer with over 5 years of experience in supporting CRM platforms and SaaS applications. My journey has been marked by a proven track record in root cause analysis and ticket resolution, where I have consistently improved support processes to enhance customer satisfaction. I thrive in collaborative environments, working closely with technical and product teams to drive effective solutions.

Throughout my career, I have gained hands-on experience in the E-commerce, FMCG, and Retail industries, which has equipped me with a diverse skill set. I am proficient in various support tools and CRM systems, including Jira, Zendesk, and Zoho, and have a solid foundation in web development and BI tools such as Tableau and Power BI. My commitment to excellence is reflected in my ability to manage complex customer issues and deliver high-quality support.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

SoftClouds

Jun 2023 - Present (2 years)

Delivered L2 support, resolving over 1800+ tickets with 95% SLA adherence, and performed root cause analysis while collaborating with cross-functional teams for system enhancements. Managed Workflow Role Management and Tableau server configurations, documented bugs in Jira, and spearheaded backlog grooming sessions, boosting sprint throughput by 40%.

Jira Zendesk Confluence Tableau Incident Management Root Cause Analysis SLA Management Cross Functional Team Management System Enhancements

Technical Support Associate

Tech Mahindra

Jan 2022 - Present (3 years 5 months)

Provided multi-channel support via voice, email, and chat, successfully resolving over 100 customer issues monthly while maintaining a consistent CSAT score above 80%. Supported queries related to product tracking, payments, and replacements, utilizing remote access for diagnostics and escalating complex issues to senior support.

Customer Support CSAT Payment Processing Escalation Management

WordPress Developer

CodeWarrior Technologies

Aug 2019 - Present (5 years 10 months)

Designed and deployed responsive WordPress sites, incorporating custom themes and plugins to meet client specifications. Ensured performance optimization and bug-free delivery across various browsers, while conducting regular audits and updates for security and functionality.

WordPress HTML CSS JavaScript jQuery PHP Web Development Performance Optimization

Education

Degrees, certifications, and relevant coursework

Techno India, Hooghly

Master of Computer Applications, Computer Applications

Completed a Master's degree focusing on advanced computer applications and software development. Gained expertise in various programming languages, database management, and system analysis.

Techno India, Salt Lake

Bachelor of Computer Applications, Computer Applications

Acquired foundational knowledge in computer science and programming. Studied core concepts including data structures, algorithms, and web development.