Gowri Shankar
Product Support Engineer @PSC Biotech® Corporation
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WORK HISTORY
Product Support Engineer @PSC Biotech® Corporation
Hyderabad, IN
Here at PSC biotech my chief roles and responsibilities would be 1) Handle the first POC for the clients and provide resolutions with SLA.2) Reproduce issue cases and work on it to provide utmost assistance. 3) Act as a bridge between developers / customer success and maintain that the communication flows to and fro without any hassles.4) Periodic ticket reviews.5) Maintain documents for new resources.
EDUCATION
Sri Shakthi Institute of Engineering and Technology
Bachelor's degree, Mechanical Engineering
ABOUT GOWRI SHANKAR
I\'m Gowri Shankar from India having 5 years of Industry experience and having 1 year of experience in Amazon Customer Service, and currently working at a SaaS based platform and a pharmaceutical company called PSC biotech. Amazon -For amazon I used to handle the below mentioned mediums.1) Calls, Emails, Messages.2) Handle with the customer queries.3) Cleared and resolved the emails, chats, messages within the established SLA. 4) Handled the North american customers and Indian customers.Lystloc-For Lystloc I did the below mentioned roles and responsibilities 1) Ensure the tickets are closed within the SLA. 2) Ensure the work is delegated within the team of 2 which might expand in the future.3) Ensure the process of support is carried out without any drawbacks. 4) Act as bridge between Customer Success, Product,Developing team and ensure that the communication is perfect via to & Fro within the team. 5) Handle the SQL datasets and analyze them if required. 6) Create JIRA tickets and assign it internally for the team to check and solve the concern. 7) Post-app releases, test cases will be carried out. 8) Handling chats with respect to the incoming customers.9) CRM and its functionality analysis. 10) Integrations interlinked with the SaaS product and providing assistance with respect to that for the internal teams. 11) Handle escalation calls within the team. 12) Provide utmost KT sessions to the resources and ensure that there is no gap between the internal team for any discomfortPSC biotech-1) We are the support team, and we provide the utmost assistance and address the tickets.2) Create JIRA tickets for the bugs and follow-up with the developers for the proper resolutions.3) Troubleshooting the client instances and maintaining CSATs at the proper levels. 4) Work with different team members for resolution delivery.5) Provide the utmost assistance and work effectively!
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