Open to opportunities

Vibekananda Sethi

@vibekanandasethi

Message

Technical Support Team Leader delivering SaaS and client success outcomes.

India

Message

What I'm looking for

I’m looking to lead technical customer support and SaaS/client success—owning escalations, SLAs, onboarding, and training. I want to improve workflows with CRM/ticketing data and drive consistent customer satisfaction through clear documentation and collaboration.

I’m a results-driven Team Leader with over 6 years of progressive experience in Technical Customer Support, Product Training, Client Relationship Management, SaaS Support, and Business Operations. I lead cross-functional teams, mentor team members, streamline workflows, and consistently deliver high-impact solutions that support revenue and customer satisfaction.

In recent roles as a Senior Support Manager / Team Leader and Technical Customer Support Manager, I managed customer success activities such as onboarding, proactive engagement, and long-term client satisfaction. I handled issue resolution and SLA management, prioritized tickets, and improved product understanding through user training & documentation, using CRM and ticketing tools including Salesforce, Zoho, HubSpot, Zendesk, Freshdesk, and Jira.

I also bring hands-on technical ownership—currently managing and maintaining a LIMS system for accurate sample tracking, laboratory report generation, and compliant data management. Previously, I provided SaaS product support and troubleshooting, including incident management, root cause analysis, and knowledge base management, while supporting onboarding, training, and quality assurance through technical documentation and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Lims Executive

Current

Visiontek Consultancy Pvt. Ltd.

Nov 2025 - Present (8 months)

Manage and maintain the LIMS system for accurate sample tracking, data validation, and laboratory report generation. Troubleshoot issues with IT/lab teams, ensure regulatory compliance and data integrity, and train lab staff on updated procedures.

LIMS Sample Tracking Data Validation Troubleshooting Regulatory Compliance Workflow Optimization Data Integrity User Training Data Security Confidentiality

Product Support Specialist

HIMS eClinicalWorks

Jan 2025 - Nov 2025 (10 months)

Provide SaaS product support by assisting users, troubleshooting products, resolving issues, and managing escalations to ensure high customer satisfaction. Perform incident management and root-cause analysis while maintaining SLA adherence and documentation/knowledge base quality.

SaaS Support Technical Support Customer Support Troubleshooting Problem Solving Incident Management Root Cause Analysis SLA Management Documentation Knowledge Base Management Salesforce Zendesk Ticketing Systems System Monitoring Cross Functional Collaboration

Technical Customer Support Manager

Digicare Health Solutions Pvt. Ltd.

Jul 2024 - Jan 2025 (6 months)

Deliver technical customer support and SaaS support by resolving client issues and providing timely assistance. Conduct API troubleshooting, manage escalation and resolution of complex technical problems, and run product/user training with documentation to improve onboarding and adoption.

Technical Customer Support SaaS Support Product Training User Training Technical Documentation Client Technical Support Salesforce Zoho Ticketing Systems Zendesk Freshdesk Jira

Senior Support Manager / Team Leader

Healthplix Tech Pvt. Ltd.

Feb 2021 - Jul 2024 (3 years 5 months)

Provide reliable technical SaaS and application support while managing customer success activities, including onboarding and proactive engagement. Prioritize and resolve tickets with SLA management and create/deliver user training and documentation to improve product adoption.

SaaS Support Application Support Customer Success Onboarding Issue Resolution SLA Management User Training User Documentation Salesforce Zoho HubSpot Ticketing Systems Zendesk Freshdesk

Marketing & Operations Executive

Chandan Dash & Associates

Jan 2020 - Feb 2021 (1 year 1 month)

Provide customer service and maintain client relationships while supporting day-to-day operations and coordination of client requests. Recommend service improvements, identify business opportunities, and act as a liaison between clients and internal teams to streamline communication and resolve issues.

Customer Service Client Relationship Management Operations Coordination Service Improvement Client Liaison Issue Resolution