Rachana Rai

Customer Support Representative @SmartRent

Hyderabad, IN

Selected as part of the pilot batch, contributing to the foundation and success of the company’s early operations• Provided technical support via phone and email for smart home devices including Hubs, Thermostats, Smart Locks, Leak Sensors, Smart Sensors, and Garage Door Controllers.• Mentored and trained new hires, helping them onboard smoothly and develop key skills. Assisted and refining processes and key practices.• Categorized knowledge base articles and call logs based on device type to streamline troubleshooting and support processes.• Demonstrated proficiency in multi-tasking, efficiently resolving complex technical issues related to residence and community smart devices.• Conducted training sessions on effective communication and technical support techniques for team members.• Delivered hands-on guidance to improve team members\' technical skills and overall performance.• Recognized by the on-shore team for consistently exceeding performance metrics and acknowledged for quick learning abilities, adapting swiftly to new processes and technologies.