KANAK SINGH

Profession customer success and support specialist with 4 years of experience. Previously works in IT and SaaS startups.

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Intro

India

Information Technology & Services

Joined September 15, 2022

Skills

Languages

English

Native or Bilingual

About

As a customer support specialist at my previous employer, I grew long-term, mutually beneficial relationships with our customers. I believe that customer satisfaction is the road to a loyal customer. I take pride in being the company's face when interacting with clients and customers, solving their problems, and keeping them happy. As a person who also worked as a customer and technical support give me insight into what truly is a world-class customer relationship. I develop genuine relationships with customers by having an actual drive to help them. With my last employer, I reduced onboarding time by 20%. I achieved this by doing the initial set-up process at the customer success level rather than putting it on the customers. This improved onboarding time and increased overall customer happiness. My renewal rate was 90%, which I achieved but taking regular follow-ups and providing exceptional customer and technical support, Which I could achieve by collaborating with the customer and technical support, increasing the first contact resolution rate by 40%. I can recognize churn at its early stages and take action to minimize it. I create real relationships with customers. I am empathetic but not emotional, capable of rational thinking under immense pressure.I am an experienced customer/ Technical support specialist with 4+ years of international tier 1 software support experience. I have a resolution rate of 87% and 70% of the first contact resolution rate. My average number of customers in a day is 40-50. I have support experience in Linux, Zendesk, Hubspot, Salesforce, and SQL. I specialize in the onboarding of new users. Here are some of my attributes: -Handle all the support tickets with the ability to answer all Tier 1 questions ranging from billing questions to general product knowledge inquiries and escalate to Tier II when troubleshooting capacity has been reached or recognize when the issue is a bug. -Provide peak efficiency in a fast pace start-up environment -Develop deep customer intuition to empower your customers to achieve their goals. -Relay customer feedback and highlight improvement opportunities to inform future product, growth, marketing, and Customer Support initiatives. -Confident in handling customer support live (e.g. chat, screen share) or asynchronously (e.g. email) -I approach every situation with high empathy. -Written communication is my forté; you can distill complicated topics into something clear and succinct. -I am a self-starter who takes initiative and is energized, even when a clear path isn’t laid out. -Leverage my customer interactions to help improve product roadmap and customer experience. -Excellent troubleshooting and deep analytical skills Team and goal-oriented. High output; low ego.

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