Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Aquib Inamdar

Solapur

Summary

Looking to leverage my knowledge and experience into a role as Software Product Support with providing seamless service delivery to clients and aspiring for the role of Manager in Product support.

Overview

3
3
years of professional experience

Work History

Customer Success Engineer

Miniorange
07.2024 - 12.2024
  • Conducted regular check-ins with customers to evaluate usage levels, satisfaction ratings.
  • Provided timely responses to inquiries from both existing customers and prospects.
  • Maintained up-to-date knowledge of new features and functionality released for our software products.
  • Provided training and support for customer teams, ensuring successful product adoption.
  • Analyzed customer feedback to identify areas of improvement in the software platform.
  • Participated in on-boarding calls with customers to understand their needs and provide technical guidance.
  • Performed system tests to identify any potential bugs or glitches that need fixing.

Software Support Specialist

Connectwise LLP
09.2021 - 06.2024
  • Diagnose and resolve complex technical issues related to our product or service. Analyse problems and provide timely, effective solutions to meet customer needs.
  • Interact with customers via various communication channels (phone, email, chat, etc.) to understand their concerns, provide guidance, and ensure a positive customer experience.
  • Collaborate with customers to understand their needs, conduct product demonstrations, and effectively communicate the value proposition of our solutions.
  • Work closely with the sales and technical teams to conduct POCs, ensuring smooth deployment of solutions tailored to meet customer requirements.
  • Provide Level 1 and Level 2 support, including responding to customer inquiries, resolving technical issues, and documenting solutions to contribute to our knowledge base.
  • Maintain detailed and comprehensive documentation of customer interactions, troubleshooting steps, and solutions provided. Create knowledge base articles to assist customers and internal teams.
  • Handled customer inquiries and resolved issues efficiently, achieving a customer satisfaction.
  • Assisted in gathering customer feedback to inform product improvements and enhancements.
  • Utilized CRM software to track interactions and maintain accurate records of customer support cases.
  • Meet individual case management, SLA and C-SAT goals.
  • Work closely with cross-functional teams including product development, sales, and support to escalate and resolve customer issues efficiently.
  • Meet individual case management, SLA and C-SAT goals.
  • Maintain detailed and comprehensive documentation of customer interactions, troubleshooting steps, and solutions provided. Create knowledge base articles to assist customers and internal teams.

Education

Bachelor Of Engineering - Mech

Babasaheb Ambedkar Tech Univ.
Lonere, MH
06.2024

Skills

  • Product demonstrations
  • Customer relationship management
  • Documentation management
  • Problem solving
  • Customer support
  • CRM software experience
  • Salesforce proficiency
  • Software troubleshooting
  • Empathy and active listening
  • Customer retention strategies
  • Product training
  • Customer onboarding

Timeline

Customer Success Engineer

Miniorange
07.2024 - 12.2024

Software Support Specialist

Connectwise LLP
09.2021 - 06.2024

Bachelor Of Engineering - Mech

Babasaheb Ambedkar Tech Univ.

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Aquib Inamdar