Yogesh Kurle

I’m a Technical Support Engineer with 10+ years of experience in enterprise SaaS, billing support, e-commerce, and B2B technical environments. I focus on turning complex billing and platform issues into clear, customer-ready outcomes through structured troubleshooting, accurate investigation, and strong communication.

At ONIT (BillingPoint), I’ve supported global law firm and corporate legal customers as a Support Analyst II, managing 60–75 weekly email tickets across billing, invoice submission, and configuration queries while maintaining 95%+ CSAT and a 60–70% first-contact resolution rate. I investigate billing discrepancies and subscription billing questions, reproduce reported defects with detailed steps and screenshots, and escalate confirmed P1/P2 issues to Engineering with the right context to speed fixes.

I also strengthen team performance through enablement: I built and maintained KCS knowledge articles, troubleshooting guides, and SOPs that convert recurring case patterns into reusable documentation—reducing repeat support incidents. I’ve led onboarding and training for 6 to 7 new support team members, and I created an AI-assisted response template library that improved first-contact resolution and reduced handle time on repeat billing and platform issues.

Earlier in my career, I advanced from Technical Support Advisor I to Senior at Concentrix (Dell ProSupport) by maintaining strict SLA compliance using Salesforce ticket management and Citrix-based support. I’ve also supported Klarna at Mphasis by resolving BNPL and payment failures for UK customers, and I built fundamentals handling high-volume e-commerce and Amazon Business NA Chat cases with consistent 93%+ CSAT.