Rajesh Karn

Technical Support Engineer @Omniful

Gurugram, IN

Provide Tier 1 & Tier 2 technical support for Omniful’s SaaS-based WMS, TMS, and OMS platforms used by global eCommerce and logistics businesses-Troubleshoot complex API issues, order synchronization failures, and inventory discrepancies across multiple third-party platforms and integrations-Collaborate closely with engineering and product teams to escalate, reproduce, and resolve bugs, ensuring minimal downtime and accurate tracking-Deliver onboarding support and train clients on platform configuration and workflows-Author and maintain internal documentation, including SOPs, troubleshooting guides, and knowledge base articles-Monitor and ensure adherence to SLAs, managing high ticket volumes while maintaining service quality.Key Achievements-Achieved and sustained a 95%+ CSAT (Customer Satisfaction Score) consistently across all customer interactions-Reduced resolution time by optimizing common response templates and improving escalation workflows-Played a critical role in the successful onboarding of multiple high-volume clients by creating customized setup processes and offering real-time training support-Initiated improvements in internal documentation that helped cut down new team member ramp-up time and increased ticket resolution accuracy-Recognized by the team for proactive issue identification, especially in recurring API-related cases that led to long-term fixes from the engineering team.