Tirrish Kumar Caleechurn
Customer Support Engineer
London
Summary
Astute individual in the client support section with proven ability to analyse, troubleshoot and resolve product support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Engineer
Contentsquare
08.2024 - Current
- Use of Google Chrome dev tools to identify sources of customer issues.
- Played an instrumental role in retaining enterprise clients by ensuring prompt resolution of escalated issues and maintaining strong communication throughout the process.
- Use of Frontend Languages to help resolve technical issues.
- Monitored system performance to identify potential issues.
- Worked closely with product development teams to communicate customer insights, leading to continuous product enhancements based on user feedback.
- White glove service given to all clients.
Product Support Analyst
Anaplan
05.2023 - 08.2024
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Increased Model Performance by 5%
Technical Customer Support Specialist
Revinate
06.2022 - 05.2023
- Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
- Tracked changing software and technologies with potential to impact customer requirements.
- Troubleshot problems with software
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
2nd Line Technical Support Executive
Zoopla
04.2017 - 06.2022
- Primary contact for development of Zoopla Realtime Data Feed, documentation found here. Switched over 100 clients to Zoopla Realtime feed.
- Tested Realtime Data Feed’s to communicate with our API with the use of CRM service and Postman app
- Use of Salesforce/ Zendesk to communicate with clients and track personal statistics
- Use of JSON Schema to troubleshoot issues
- Use of Jira to raise tickets to development team and product team for bugs and product enhancement
- Read BLM (Bulk Load Mass) logs to resolve data feed issues
- XML import and export for leads
- Use of SFTP to set up users for leads and feeds
- Offer guidance and best practice advice to help customers better use the tools available to them
- Onboarding for clients to use Zoopla Pro and Alto.
- Identified issues, analyzed information and provided solutions to problems.
- Prepared variety of different written communications, reports and documents.
Education
Bachelor of Arts - Digital Communications And Media
University of Wolverhampton
08.2008 - 05.2012
Skills
Technical Support
White Glove Service
HTML, CSS and Javascript
Documentation and reporting
API
SQL
Timeline
Customer Support Engineer
Contentsquare
08.2024 - Current
Product Support Analyst
Anaplan
05.2023 - 08.2024
Technical Customer Support Specialist
Revinate
06.2022 - 05.2023
2nd Line Technical Support Executive
Zoopla
04.2017 - 06.2022
Bachelor of Arts - Digital Communications And Media
University of Wolverhampton
08.2008 - 05.2012
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