hansraj K.

Engaged with customers to address product inquiries and resolve issues through Zendesk via email, chat, and phone. Ensured ticket details were diligently updated with internal notes, steps taken, findings, and resolution specifics. Employed Salesforce, JIRA, Confluence, Postman, Freshdesk, and Zendesk for troubleshooting customer issues, spanning configuration challenges, data discrepancies, integration errors, and user experience inquiries. Provided accurate recommendations by maintaining an in-depth understanding of products and services. Participated in customer calls to clarify product behavior and demonstrate issues in real time while representing Support with professionalism. Analyzed complex situations critically and collaborated with other departments to resolve issues; tested and replicated potential bugs utilizing internal logs and sandbox accounts. Updated and enriched the Integrate Knowledge Base/Help Center with clear, reusable content derived from actual cases and collaborated with team members to share insights and best practices.

Provided troubleshooting for technical and account-related issues facing business customers, responding promptly and accurately through email and live chat. Utilized Salesforce, JIRA, Confluence, Postman, and Zendesk. Analyzed and addressed complex situations while taking proactive steps to collaborate with other departments when required; tested and replicated customer-reported bugs in test environments. Developed and documented innovative troubleshooting methods and resolutions for the knowledge base to aid the support team. Reviewed client requirements, specifications, and technical design documents to deliver constructive feedback. Guided clients and internal staff through troubleshooting steps to resolve common software challenges.