Summary
Overview
Work History
Education
Skills
Software
Timeline
Impact Highlights
Professional Development

Pulock Duwarah

Senior Technical Support Executive
Pune

Summary

Versatile and results-oriented Senior Technical Support Professional with 10+ years of experience delivering advanced support in SaaS and various environments. Proven ability to troubleshoot complex technical issues across APIs, system integrations, and data workflows while collaborating cross-functionally with Product, Engineering, and QA teams. Recognized for enhancing support operations by mentoring teams, driving documentation excellence, and implementing scalable process improvements. Adept at managing escalations, contributing to knowledge bases, and ensuring high-quality service aligned with SLA and compliance standards. Trusted by stakeholders for clear communication, customer advocacy, and continuous service improvement.

Overview

12
12
years of professional experience
4
4
Certifications

Work History

Senior Technical Support Executive

Cybage Software Pvt. Ltd.
05.2021 - Current
  • Provided advanced technical support to clients, troubleshooting complex software issues via phone, chat, and email to ensure swift resolution of customer inquiries.
  • Delivered Tier 2/Tier 3 technical support for SaaS platforms, addressing complex software issues via email and ticketing systems.
  • Collaborated with cross-functional teams including Product Management, Engineering, and QA to enhance product performance and user experience.
  • Created and maintained technical documentation, FAQs, and knowledge base articles to enable faster issue resolution and knowledge sharing.
  • Provided technical guidance and mentoring to support analysts, ensuring adherence to SLAs and quality standards.
  • Communicated empathetically and effectively with customers, delivering tailored resolutions and proactive follow-ups.
  • Enhanced team performance by providing coaching, mentorship, and professional development opportunities.
  • Collaborated with management to identify skill gaps within teams, creating targeted training solutions that improved overall performance.
  • Developed and delivered comprehensive training programs for new employees, enhancing their understanding of operational procedures and tools.

Senior Associate

Gfi Informatique India Pvt. Ltd.
10.2017 - 08.2020
  • Managed comprehensive travel itineraries for corporate clients, ensuring all arrangements adhered to budgetary constraints and client preferences.
  • Utilized advanced travel management software to optimize booking processes, resulting in reduced turnaround time for client requests.
  • Conducted regular reviews of travel policies to ensure compliance with corporate guidelines while addressing changing client needs and market trends.
  • Coordinated emergency travel arrangements during unforeseen circumstances, demonstrating agility and commitment to client support during critical situations.
  • Ensured compliance with all relevant industry regulations and guidelines pertaining to corporate travel management services.
  • Provided exceptional customer service by proactively anticipating and resolving any travel issues or disruptions.
  • Managed complex international travel arrangements, ensuring seamless experiences for high-level executives.
  • Streamlined travel processes for increased efficiency through meticulous organization and attention to detail.

Contact Center Executive

Fareportal Inc.
04.2016 - 07.2017
  • Developed customized travel itineraries for clients, incorporating individual preferences and budget considerations to enhance overall satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve targets.
  • Optimized customer support by establishing collaborative service environment.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.

Customer Support Associate

Convergys India Services Pvt. Ltd.
06.2015 - 04.2016
  • Provided comprehensive support to customers via multiple channels, effectively resolving inquiries and issues to enhance customer satisfaction.
  • Collaborated with team members to develop solutions for recurring customer concerns, improving response times and service quality.
  • Monitored service metrics and identified trends in customer queries, supporting data-driven decisions for process enhancements.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.

Associate

Wipro Pvt. Ltd.
11.2013 - 06.2015
  • Utilized reservation systems and booking software to manage client requests and confirm travel details efficiently.
  • Assisted clients with travel insurance options and documentation requirements to ensure compliance with regulations.
  • Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring satisfaction throughout the travel experience.
  • Assisted clients in resolving travel-related issues promptly, ensuring a positive experience and fostering loyalty.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.

Education

BBA -

International School For Management Excellence, Pune
04.2001 -

Skills

Tier 2 / Tier 3 Support

Software

Jira

Salesforce CRM

Confluence

PowerBI

Tableau

Targetable

Intercom

Avochato

Timeline

Power BI

07-2022

Google Analytics

06-2022

Jira

06-2022

Tableau Certification

05-2022
Senior Technical Support Executive - Cybage Software Pvt. Ltd.
05.2021 - Current
Senior Associate - Gfi Informatique India Pvt. Ltd.
10.2017 - 08.2020
Contact Center Executive - Fareportal Inc.
04.2016 - 07.2017
Customer Support Associate - Convergys India Services Pvt. Ltd.
06.2015 - 04.2016
Associate - Wipro Pvt. Ltd.
11.2013 - 06.2015
International School For Management Excellence - BBA,
04.2001 -

Impact Highlights

  • Facilitated the closure of over 1,000+ Tier 2 tickets annually with a customer satisfaction (CSAT) score exceeding 95%.
  • Authored and maintained 50+ internal knowledge base articles, decreasing team dependency on SMEs and boosting support team autonomy by 20%.
  • Acted as technical liaison between support and product teams to escalate and resolve critical integration issues, reducing product downtime by 15% in client environments.
  • Improved first-call resolution rate by 25% by coaching Tier 1 team and optimizing SOPs.
  • Reduced average API-related ticket resolution time by 30% through documentation and training.
  • Collaborated with Engineering and QA to identify and fix recurring software defects, contributing to two product patch releases with measurable stability improvements.

Professional Development

  • Communication Excellence (Mindful Conversations) - Cybage (2025)
  • Jira/Confluence Workshop - Cybage (2024)
  • Basics of Agile and Scrum - Cybage (2024)
  • Internal API Integration & Troubleshooting Workshop – Cybage (2023)
  • Advanced Customer Escalation Management Training – GFI Informatique (2019)

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Pulock DuwarahSenior Technical Support Executive