Anush P.
Associate Support Analyst @Xelix
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WORK HISTORY
Associate Support Analyst @Xelix
London, GB
Assisting global clients with addressing any issues they have with the Xelix platform. Troubleshooting tickets raised by the customers via Hubspot, and resolving them in an expedient manner. Working closely with Customer Support, Professional Services, Product and Engineering- Proactively handle technical and non-technical customer queries, providing efficient and effective solutions- Gain in-depth knowledge of the product and roadmap to serve as an expert advisor to customers- Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements- Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns- Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources- Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction- Checking the data logs to proactively highlight any issues with Live customers usage of the platform- Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers- Supporting ad-hoc queries from Customer Success teams on platform behaviour
EDUCATION
The Manchester Metropolitan University
Master of Science - MSc
St Cyres Comprehensive School
A Levels
University of Leicester
Economics
St Cyres Comprehensive school
GCSE's
ABOUT ANUSH P.
Confident and inquisitive individual who enjoys troubleshooting and solving problems. I…
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