A successful business is not "only" about converting a potential lead into a paying customer but is also about giving a great onboarding experience and after-sale support to the customer which will keep them in business with the company for a long run by developing a strong professional relationship with the customer.
I also firmly believe that the success of a company is not solely based on how good your product is, but also how good and effective you build your brand by establishing a world-class customer support experience. This is how I sum up my learnings so far in my 10+ years of professional experience providing technical / helpdesk / SaaS product / customer support to Business to Business (B2B) enterprise level customers all over the globe via different channels of support like calls, emails, chats, remote session (using tools like GTM, TeamViewer), social and forum support
My total professional experience of 10+ years also includes 5 years of professional remote work experience so expect top notch quality work from me working remotely as I have all the professional equipments as part of my workstation that enables me to deliver best quality in work (Macbook Air 2017 model / Windows laptop - Lenovo, IPhone 11 and Android devices for testing, 100 Mbps internet connection speed with high bandwidth connection)
I have around 6500 hours of experience on Upwork alone along with 6 years of professional experience outside Upwork helping enterprise level B2B clients and working in startup SaaS-based product companies. Some of the customers I have supported with my product expertise are like Nasa, TeamViewer, KFC - Australia and many other small to medium-sized companies.
I also have experience providing multi-lingual support to customers on emails and live chats using translation services such as Google Translator. This adds more value to the business by supporting a wide range of customers all over the globe.
I have huge appetite for learning different softwares and technologies out there while trying to keep myself updated. I have full hands-on experience with all of these softwares - Kayako, Zendesk, Freshdesk, Intercom, LiveChat, Zapier, JIRA, Asana, Trello, TeamViewer, Salesforce, Zuora, MS Office, Google Drive, Bonusly, Ring Central, Skype, Slack, Zuora, Grammarly. Buffer, Google Adsense and Analytics, Drift, GTM, Google-hangouts, Zoom.
Whether your business deals with physical products, services offered or SaaS based software platforms -- I would love to help you. I have done my bachelors in Engineering (I.T.) so I possess the technical know-how as well to support your customers on any technical query / troubleshooting issue related to subjects like HTML, CSS, Database (MySQL), and basic conceptual knowledge of PHP, JS, CCNA and API integrations.
I empower businesses like yours the best way I know how -- by helping you create an exceptional customer support team that provides the best customer experience in your line of business. You may just be starting up or you already have support in place but feel that it could be a lot better. We can work together by discussing what support issues and roadblocks you have and goals you want to achieve for your business --- I can help you get there. This includes: support training, 1:1 coaching, improving the camaraderie and culture of the team (happy people work better), establishing an effective knowledge-base where customers have access to self-help resources, support process improvements to improve efficiency and create a flawless customer experience, help with hiring the right people for the job, testing the product for new releases, bugs / improvements and providing feedback for feature requests etc. I believe in helping companies boost up their growth by contributing in all sectors where I can help so expect an allrounder performance from me :)
I have worked in Senior profiles and contributed in organisations in many ways such as helping customers with product support, training new hires and existing staff, testing product in and out when new build or feature get released and also helped businesses by being the voice of customer in providing relevant feedback about feature suggestions to developers after-all our customers deserve the best, heading senior level projects in team like improving chat, email metrics, writing blog articles for the company. You can find the blog post articles published by me in my "Portfolio" section on my profile.
If this sounds like what you are looking for and believe that I can help your customers get the best customer experience they deserve then please send me a message here on Upwork so we can have a chat :)
Cheers,
Akash Sethi
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