Mohammed Shapik

Customer Support Specialist @Bottomline

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.

Sasurie College Of Engineering

Bachelor of Engineering (BE)

Green Valley Matriculation Hr.Sec School

Tamil Nadu State Board