Saakshi Mourya

Support Analyst @Nebula

Guildford, GB

As a Support Analyst at Nebula, a leading SaaS provider of advanced workplace communications solutions, I am responsible for ensuring seamless customer experiences through proactive troubleshooting, technical support, and solution implementation. In my role, I provide in-depth assistance for both technical and user-related inquiries, leveraging strong knowledge of SaaS products and databases.Key Responsibilities- Provide technical support to clients, troubleshooting and resolving complex issues related to voice, video, messaging, and analytics applications- Collaborate with engineering and development teams to escalate and resolve software bugs and product enhancements- Analyse customer feedback and usage patterns to help drive continuous improvement in product offerings- Manage and resolve customer inquiries within Service Level Agreements (SLAs) ensuring high levels of customer satisfaction- Document troubleshooting processes, known issues, and solutions to improve team knowledge base and training resources.