Amir Akhtar

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Technical Support Manager

Richpanel

Jan 2021 - Feb 2024 (3 years 2 months)

• Attained 95% customer satisfaction across all customer service channels. • Spearheaded a cross-departmental team to address key customer issues, reducing resolution time by 40% and enhancing overall customer satisfaction scores. • Assisted HR in recruitment and hiring process. • Identify the right business use cases and work with customers to implement them, ensuring measurable results. • Collaborate and brainstorm with the product team on customer feedback and help refine the product roadmap. • Assisted customers in resolving complex software issues, contributing to a 40% reduction in escalated cases to the Engineering Team.
L1 Customer Support Engineer

Crossover

Feb 2018 - Jul 2019 (1 year 6 months)

• Attended to 50+ customer inquiries daily through the company’s website. • Deliver a world-class experience in each ticket interaction providing in-depth technical support. • Continuously learn to support multiple products across multiple technologies. • Providing support for different SaaS products. • Worked with different CRMs like Salesforce and Zendesk. • Worked on Jira and Confluence. • Solve customer’s queries via phone, chat, or email.
G

Team Leader

Good Karma Infotech Pvt Ltd

Apr 2016 - Nov 2017 (1 year 8 months)

• Initiated and led the shift to remote work for my 20-person Customer Support team, maintaining 95% Customer Satisfaction during the transition. • Arranging and chairing weekly team meetings, focusing on targets and achievements. • Working with the sales and marketing team to drive sales forward. • Handling new client inquiries and escalations, acting as the face of the business.

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