Arvind - Technical Support Analyst with 5+ years in Software Industry

Provided technical assistance across multiple platforms, resolving client issues efficiently.

Developed and maintained Power BI reports, supported SaaS platform support, and collaborated with clients and internal teams.

Delivered multi-channel support, achieving high customer satisfaction and acting as a client advocate.

Maintained meticulous client interaction records and utilized MS Office for reporting and process documentation.

Facilitated communication between teams to ensure project delivery and quality standards.

Enhanced client satisfaction by resolving escalated, complex technical customer issues on the Power BI Platform, resulting in a 20% increase in issue resolution efficiency., Led post-onboarding support for 50+ SMB clients using Power BI., Collaborated with Power BI users and internal teams to identify and resolve blockers, contributing to a 20% increase in project efficiency., Facilitated communication between frontend and backend development teams, DevOps engineers, designers, and clients, ensuring smooth project delivery., Utilized CRM tools to maintain meticulous records of client interactions, ensuring 100% compliance with documentation standards and enabling data-driven retention strategies., Resolved 95% of escalated technical issues within SLA., Acted as a liaison between clients and development teams, documenting and escalating software bugs to streamline resolutions., Collaborated with cross-functional teams to ensure project deliverables met quality standards and client expectations.

Analyzing the team’s yearly budgeting using SAP and developing quarterly budget tracking using Excel sheets., Provided Tier-1 technical support for SaaS platforms (Power BI, ServiceNow), resolving 50+ monthly tickets and improving client satisfaction scores by 18%., Actively developed and maintained Power BI reports, ensuring data accuracy and relevance for clients' needs., Managed support tickets efficiently in ServiceNow, prioritizing tasks based on urgency and impact on client operations., Proactively followed up with clients to ensure their satisfaction with resolutions and provided clear communication throughout the support process., Documented technical solutions and client interactions to facilitate knowledge sharing within the team and improve future support processes., Partnered with IT and business teams to align SaaS tool configurations with client needs, reducing miscommunication delays by 40%., Conducted system demonstrations based on clients' unique business processes, showcasing software capabilities and benefits.

Delivered multi-channel support (chat/email/phone) for 200+ Australian B2B clients, achieving a 95% satisfaction score by resolving broadband and mobile network issues., Hands-on experience on Jarvis application and used to troubleshoot broadband and mobile network for clients., Provided exceptional customer service by assisting customers through digital channels., Acted as a customer advocate, documenting 50+ recurring technical pain points and collaborating with engineering teams to prioritize fixes, reducing ticket volume by 40%., Utilized strong MS Office skills for documentation and reporting purposes., Assisted managers/team leads in daily targets and achieving the goals., Worked as an SME and trained 15 team members, improving first-contact resolution.