Ria Rex

About Ria Rex

SaaS Senior Product Support Engineer with 6+ years of proven track record of technical expertise and strategic alignment with Customer Onboarding, Support & Success goals. Proven ability to rapidly assimilatenew product knowledge, translate technical challenges into actionable solutions, and collaborate with cross-functional teams to drive lasting improvements in product usage. Focused on workflowoptimisation and strategic problem-solving to drive superior operational efficiency and help maximise customer retention.

Experience

1. Product Support Engineer

   Wati

   Oct 2023 — Present

   Promptly and effectively diagnose, troubleshoot and resolve a wide spectrum of customer technical issues through various communication channels ensuring minimal downtime for SMB, MM & Enterprise customers-Top Performer Status: Consistently recognized as the team’s most productive engineer, maintaining an industry-leading resolution rate and setting the internal gold standard for rapid response and total resolution time-Unrivaled Chat Efficiency: Set new benchmarks for responsiveness and speed, outperforming team averages significantly to provide near-instantaneous support and rapid case closure- Customer Excellence: Consistently maintained the highest CSAT and lowest DSAT scores across all channels, demonstrating exceptional problem-solving and communication skills- Cross-Functional Collaboration: Partnered directly with Engineering and Product teams to resolve software bugs, conduct Root Cause Analysis (RCA), gather customer feedback, & align support operations with Customer Success goals like churn prevention and product adoption- Mentorship & Documentation: Mentored Junior Support Engineers, significantly improving team KPIs. Authored and maintained comprehensive support documentation and FAQs- Recognised as the best performer multiple times, showcasing exceptional problem-solving and communication skills in the support team and consistently meeting the performance KPIs- Develop and nurture long-term relationships with customers to ensure a good product experience- Demonstrate strong problem-solving skills to translate technical problems into meaningful insights- Gather product feedback from customers & generate innovative ideas for expanding and improving product offerings- Provided proactive technical consultation and training to new customers during the initial 90-day onboarding phase, ensuring seamless product integration & accelerated TTV, directly influencing early-stage product adoption rates, thus helping in NPS & better retention.

Education

• St. Joseph's College Of Engineering

  Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering

  2015 — 2019