Nitin Kumar

Support Engineer @Instantly.ai

Guided global customers via chat using Intercom in troubleshooting steps, product setup, onboarding and best practices for cold email campaigns.→ Created and maintained internal knowledge base articles and FAQs to improve issue resolution speed.→Collaborated with engineering and product teams to identify recurring issues, suggest improvements, and reduce support backlog by 20%.→Escalated complex technical cases to L2/L3 engineers while ensuring smooth handover and documentation.→Provided first-line technical support for a global SaaS platform, handling 45+ tickets daily with an average 95% CSAT score.→Troubleshot and resolved issues related to API integrations, DNS records (SPF, DKIM, DMARC), and email deliverability.→Ensured clear, empathetic, and timely communication to enhance overall customer experience.