Tirrish Caleechurn

• Utilize Google Chrome DevTools and frontend technologies to diagnose and resolve complex technical issues for enterprise clients

• Instrumental in retaining high-value enterprise accounts through prompt escalation resolution and proactive communication throughout incident lifecycle

• Collaborate closely with product development teams to translate customer insights into actionable product enhancements

• Monitor system performance proactively to identify and prevent potential customer-impacting issues

• Deliver white-glove support service maintaining high customer satisfaction scores across strategic accounts

• Partner with engineering teams to diagnose and resolve user issues both individually and at scale

• CSAT score maintained above 98%

• Troubleshot and tested client-reported product defects, coordinating with QA teams for rapid deployment of fixes

• Increased model performance by 5% through systematic analysis and optimization recommendations

• Advocated for product enhancements based on customer feedback analysis and technical expertise

• Documented customer interactions comprehensively in CRM and case management systems

• Identified, triaged, and escalated complex issues to internal teams with detailed technical documentation

• Created and managed user accounts with appropriate permission structures

• After-hours support with on-call duties including successful upload and integration of files via cloud services

• Owned technical customer issues from initial report through resolution, maintaining regular communication with customers and internal stakeholders

• Supported customers through complete incident response lifecycle, delivering expert technical assistance

• Collaborated with software development teams on error resolution and bug fixes for newly released features

• Evaluated user problems using systematic troubleshooting approaches, test scripts, and strategic questioning

• Tracked evolving software technologies and assessed potential customer impact

• Served as primary technical contact for Zoopla Realtime Data Feed development and implementation

• Successfully migrated 100+ enterprise clients to new Zoopla Realtime feed platform

• Tested API integrations using CRM services and Postman for feed validation and troubleshooting

• Utilized Salesforce and Zendesk for client communication and performance metrics tracking

• Applied JSON Schema expertise for complex technical issue resolution

• Managed Jira ticketing system for development and product team coordination on bugs and enhancements

• Analyzed BLM (Bulk Load Mass) logs for data feed issue resolution

• Configured SFTP systems for user setup and data management • Provided onboarding and best practice guidance for Zoopla Pro and Alto platforms

• Delivered comprehensive written communications, reports, and technical documentation