Rahul Sharma

About Rahul Sharma

I am a Support Specialist II with 5+ years of experience supporting global SaaS and enterprise customers in high-volume, customer-facing environments.Currently working with Vimeo, I handle advanced troubleshooting and enterprise-level escalations, working closely with Product, Engineering, and QA teams to resolve high-impact issues and improve customer experience. I have strong experience owning SLAs, monitoring KPIs such as CSAT, FRT, and resolution time, and contributing to workflow improvements through automation and SOPs. Alongside hands-on support, I actively mentor junior team members, support onboarding and training, and step in during high-volume or escalation-heavy periods to help manage priorities and decision-making. I’ve consistently maintained 95%+ CSAT and 90%+ NPS across roles. I’m now looking to grow into a Support Team Lead role where I can combine people leadership, operational ownership, and enterprise customer management to drive strong support outcomes. Skills: Enterprise Support • Escalation Management • SLA & KPI Ownership • Team Mentoring • Zendesk • Salesforce • JIRALanguages: English (Fluent, IELTS 7.5)| German (A1)Throughout my career, my dedication to strengthening customer relationships and enhancing brand visibility has remained a top priority, leading to notable accomplishments including a 95% customer satisfaction rating and NPS over 90% at SHL India Pvt. Ltd. My ability to handle diverse tasks simultaneously showcases my exceptional problem-solving skills and operational adaptability. I am dynamic and tenacious, consistently achieving high-quality results, even under challenging conditions.Feel free to explore my profile for more details about my work experience, skills, and key achievements. I warmly invite you to connect for potential opportunities, collaborations, or simply to engage in insightful discussions. Thank you for visiting my profile!Skill set: • Enterprise Support• Escalation Management• SLA & KPI Ownership• Team Mentoring• Zendesk• Salesforce• JIRA• Customer service and support• Technical troubleshooting• Public Speaking, communication and interpersonal skills• Market research and analysis• CRM (Customer Relationship Management) • NPS and CSAT

Experience

1. Support Specialist Ii

   Vimeo

   Sep 2023 — Present · Bengaluru, IN

   Supporting global SaaS and enterprise customers, handling high-impact escalations and complex technical issues across video, billing, and account access.• Acting as a key escalation point during high-volume periods and enterprise-sensitive cases.• Collaborating with Product, Engineering, and QA teams to drive faster resolutions and reduce repeat issues.• Mentoring junior team members and supporting onboarding and workflow improvements.

Education

• The Air Force School

  Intermediate, Mathematics

• SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

  Master of Business Administration - MBA, Marketing/Marketing Management, General

• Dayalbagh Educational Institute, Agra

  Bachelor of Technology - BTech, Civil Engineering