Dhruv Rajpurohit
Support Systems Specialists at Wyze
- Role
- Support Systems Specialist at Wyze
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Dhruv Rajpurohit
I am a highly motivated Computer Engineer graduated from Rochester Institute of Technology. I enjoy working on new technologies to solve complex problems and build applications to make things efficient.
Experience
Support Systems Specialist
Oct 2023 — Present · Kirkland, WA, US
As a Support Systems Specialist, I play a central role in optimizing our Zendesk CRM platform. I design and develop custom tools using Python and JavaScript via the Zendesk Command Line Interface, specifically tailored to streamline the workflows of our customer support agents. These tools bring together key functions into a single, intuitive interface, significantly improving efficiency and overall agent performance.A major part of my role involved leading the integration of a third-party AI tool into our support site and agent workspace. By consistently testing, providing feedback, and collaborating closely with my team and our AI partners, we improved the overall user experience and achieved a measurable impact—raising our self-serve rate from approximately 65% to 75%. This allowed us to reduce support costs by decreasing reliance on human agents, while still increasing service efficiency and responsiveness.In addition to development, I work closely with cross-functional teams to ensure our support technologies align with business goals. I also oversee the evaluation and implementation of tools used by support teams, making sure they have the right resources to deliver exceptional customer service.On the front end, I contributed to the development and maintenance of our support website, implementing design updates and resolving critical issues to ensure a smooth and user-friendly experience.Alongside a teammate, I also built a Wi-Fi analyzer app from scratch. I was responsible for the UI design, general functionality, and ongoing debugging to ensure a seamless experience. I also led a project to transition from general chat to a dedicated messaging channel. I handled the setup, configuration, automation, and testing of the new channel while working closely with app developers and third-party AI partners to ensure a successful rollout and integration.
Education
The Cathedral Vidya School
High School Diploma
2016 — 2018
Rochester Institute of Technology
Bachelor of Science - BS, Computer Engineering
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