Mohammed Shapik
Support Specialist | SaaS, B2B & Supply Chain Support | 5+ Years | 96% CSAT | Paymode, SAP & Salesforce, Etc | US Shifts
- Role
- Customer Support Specialist at Bottomline
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Mohammed Shapik
Detail-oriented Support Specialist with over 5 years of experience delivering exceptional…
Experience
Customer Support Specialist
Apr 2025 — Present · Bengaluru, IN
Troubleshooting complex SaaS issues for US and global B2B customers of Paymode, a cloud-based fintech platform, leveraging critical thinking and diagnostic skills to resolve technical, transactional, and account-related inquiries across phone, email, and chat.• Taking high-ownership of customer concerns from initiation of tickets to resolution, delivering exceptional guidance and value while maintaining customer trust• Maintained 96%+ CSAT through clear, empathetic communication. Managed high ticket volumes, ensuring instant resolutions and timely updates for complex cases• Utilized Salesforce, Jira, and Talkdesk to manage customer interactions, log issues, and document resolutions, ensuring transparency and operational efficiency.• Collaborated with engineering teams through Jira to report bugs, contribute to root cause analysis, and offer structured product feedback on the subscription platform.• Partnered with account management, product, and engineering teams to improve the customer journey, advocate for feature enhancements, and contribute actionable product feedback.• Thrived in a fast-paced, high-ownership environment by documenting recurring issues, updating knowledge bases, and driving continuous process improvements.
Education
Sasurie College Of Engineering
Bachelor of Engineering (BE)
2014 — 2018
Green Valley Matriculation Hr.Sec School
Tamil Nadu State Board
2012 — 2014
Skills
- Microsoft Word
- Project Management
- Strategic Planning
- Leadership
- Microsoft Excel
- Powerpoint
- Management
- Microsoft Office
- Sales
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