Shaan
Brisbane City,Queensland
Summary
A 25-year-old highly organized, outgoing & result-oriented individual with 3 years of work experience in Customer Success/Technical Support enrolled in Master of Business (Marketing) at the Queensland University of Technology.
Overview
3
3
years of professional experience
Work History
Customer Success Specialist
Innovit Tree Solutions
07.2023 - 07.2024
- Incident Resolution (Salesforce, Microsoft Teams)
- Provide expert solutions to customer problems in a timely manner
- Take ownership of and follow-through with all customer incidents
- Observe trends with technical issues and recommend improvements to design, documentation or implementation
- Work with Services and R&D to expedite incident resolution
- Clearly and concisely document all customer interaction and all steps taken to resolve incidents
- Develop expertise within product area
Technical Support Engineer
Hippo Video
03.2023 - 07.2023
- Taking ownership of customer issues reported and see problems through to resolution (Freshdesk, Freshchat, Jira)
- Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues (Hippo Video & Hippo video support)
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
Customer Success Analyst
Aptean
10.2021 - 02.2023
- Job function was to provide excellent customer support (Technical & Functional) for ERP products which are based in US/EU
- Delivered personalized onboarding experiences for new customers, fostering loyalty and long-term satisfaction.
- Enhanced client retention through proactive communication and relationship-building efforts.
- Customer Account Management
- After completing a year, I was moved to Professional Services wherein I used to work on customer SOWs and had to deliver all the enhancement requests, installations, code changes and license requests
- Products worked on Infor XA, In2grate ERP, Jobscope
Education
Master of Business - Marketing
Queensland University of Technology
Brisbane, QLD07.2026
Skills
- Customer Relationship Management
- ERP
- Salesforce
- Customer Success
- Professional Services
- Customer Support
- Freshdesk
- Troubleshooting (Problem Solving)
- Technical Support
- Business Marketing
- HyperText Markup Language (HTML)
- Active Listening
- Account Management
- Python (Programming Language)
- JIRA
- Web Development
- Microsoft Teams
Timeline
Customer Success Specialist
Innovit Tree Solutions
07.2023 - 07.2024
Technical Support Engineer
Hippo Video
03.2023 - 07.2023
Customer Success Analyst
Aptean
10.2021 - 02.2023
Master of Business - Marketing
Queensland University of Technology
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