Anandhu Anil

Technical Support Specialist @Anand Systems Inc

Surat, IN

Provide comprehensive technical support to customers via phone, email, and live chat, assisting with troubleshooting, setup, and product-related inquiries.Effectively diagnose and resolve software, hardware, and network issues in a timely and customer-centric manner.Create, manage, and update support tickets within CRM platforms such as Freshdesk and HubSpot, ensuring all cases are properly documented, tracked, and resolved.Collaborate closely with the development team to escalate and resolve complex technical issues, contributing to continuous product improvement.Develop and maintain knowledge base articles and documentation to empower customers with self-service solutions and reduce recurring inquiries.Deliver product training and onboarding support to customers, enhancing their understanding and effective use of the platform.Monitor system performance, proactively identifying and reporting bugs, anomalies, or performance issues to ensure optimal service delivery.Client Onboarding: Led the technical onboarding process for new hotel clients, delivering personalized support to ensure a seamless setup and successful implementation of the B2B SaaS platform.Operational Efficiency & Performance Optimization: Initiated and led a process improvement project aimed at reducing ticket resolution times. Streamlined internal workflows, resulting in increased team efficiency and improved customer satisfaction.Knowledge Base Development: Contributed to the creation of comprehensive user guides and self-service documentation, significantly reducing support ticket volume by empowering clients to resolve common issues independently.

Girideepam Bethany Higher Secondary School

Mathematics and Computer Science

Mahatma Gandhi University (MGU), Kottayam

Bachelor of Business Administration - BBA, Accounting and Business/Management