4 years experience in Support industry majorly contributed towards customer satisfaction, get a deep understanding on technical skillset of the product and work towards resolution of any issues. I hold a strong expertise in customer success team and escalation management working towads the defined SLA's and provinding best customer support. I have made changes in the team and in our department where the communication between a customer and organization became stable and customer is aware that this organization is 1. Open to listen to their pain points. 2. Understanding the difficulties in using the product and help them accordingly. 3. Always available for the discussion and try to resolve the queries. 4. Providing necessary KT sessions to understand the touch and feel of the product. I always keep a constant communication with internal departments who is working on my customer's product like Developers, testing team, QA team, integration team, Product and Engineering team. I always have a close follow-up on the ETA's given by the internal team and constantly provide timely updates to the customer on the specific queries raised by them. Working on the URGENT priorities is one of the challenging tasks where you need to be always available within the defined SLA to customer and get in touch with the internal teams and try to work towards the resolution. I used to have a 4 hours SLA during this period which was very crucial. I used to setup a constant communication every week with my customers where certain clarifications with respect to products are resolved on call itself and there is no need to raise a case for the customer which is always time consuming. These are some of the crucial areas which I always take care in support role where my contribution always makes my organization better everyday. Remember an organization with best customer success team are top competitors in the market.