Hrutwik Saraf
Aurangabad
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
2
2
years of professional experience
Work History
Associate Subject Matter Expert (Technical) L2
Tudip Technologies
07.2022 - 07.2024
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Provided live phone and video support to customers,
- Delivered timely updates to customers regarding significant compliance issues, ensuring they were well-informed on next steps and resolution timelines.
- Investigated and mitigated account compromise cases using fraud prevention tools and critical thinking, preventing further abuse on the platform.
- Identified areas for process improvement and collaborated with global compliance teams to streamline workflows and enhance overall customer experience.
- Proactively communicated with other internal teams to address and resolve urgent customer concerns, ensuring customer satisfaction and retention.
Education
B.E(IS E) -
Visvesvaraya Technological University (VTU)
01.2022
HSC -
01.2018
S.S.C -
01.2016
Skills
- Customer Support Excellence: Experienced in providing top-tier, empathetic customer service across various platforms, including phone, email, and live chat (Zoom, etc)
- Technical Expertise: Proficient with enterprise operating systems, including Windows and macOS
- Problem-Solving: Adept at critical thinking to identify risks, resolve complex technical issues, and ensure platform integrity
- Time Management: Strong organizational skills with the ability to manage high-impact support tickets, meet SLAs, and maintain a high CSAT score
- Cross-Department Collaboration: Proven ability to work with multiple teams to provide seamless solutions to customer issues
- Adaptability: Comfortable working rotational shifts in a 24/7 support model, including weekends and holidays
Carrier objective
To pursue a challenging carrier and a position with a strong will to prosper in any assigned duties, that gives a scope to enhance my knowledge and utilize my skills towards growth of the Organization.
Additional Information
Experience to Handle End-users related to the query they are facing related to Cloud labs via Chats and Emails.,
Experience with the Lab Testing.,
Experience with Buganizer.,
Experience with Zen desk, Salesforce, JIRA ticketing Tool.,
Did Internship in Web development., Strong Troubleshooting Skills.,
Experience with AWS publishing, SPL publishing and Catalog Refresh,
Escalated complain Tickets to Level 2 and Level 3 support in the most Crucial Circumstances, Strong communication, Documentation and analytical Skills with case study.,
Experience with content Creation.
Personal Information
- Date of Birth: 09/14/2000
- Nationality: Indian
- Marital Status: Unmarried
Hobbies and Interests
Cricket,Virtual Games,Listening Music
Disclaimer
I hereby declare that the above information provided is true to the best of my knowledge and belief.
Timeline
Associate Subject Matter Expert (Technical) L2
Tudip Technologies
07.2022 - 07.2024
HSC -
S.S.C -
B.E(IS E) -
Visvesvaraya Technological University (VTU)
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