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annapurni_s

Annapurni S

@annapurni_s

Technical Support, SaaS Specialist, CRM, APIs, AI, Data Analytics

India
Engels, Tamil, Marathi, Hindi
Sommige informatie wordt in het Engels weergegeven.
Over mij
Hi! I’m a Technical Support Specialist with 3+ years of experience helping customers troubleshoot product issues, understand SaaS platforms, and get the most out of their tools. I specialise in: • CRM technical support • API, webhook, JSON and REST API troubleshooting • CRM configuration, workflows and integrations • Customer onboarding, implementation and product demos • AI chatbot/content quality review and optimisation • AI-powered support workflows and automation • Excel/CSV data analysis and basic SQL • Customer support process and knowledge base improvements... Lees meer

Skills

a
annapurni_s
Annapurni S
offline • 

Bekijk mijn diensten

Data dashboards
I will build an interactive CSV data dashboard
VanafUS$ 50 / projectMeer informatie
CRM-management
I will configure and customize your CRM workflows and automation
VanafUS$ 75 / projectMeer informatie

Portfolio

Werkervaring

Freshworks

Product Specialist

Freshworks • Fulltime

Sep 2023 - Present • 3 yrs 1 mo

1. Investigated and reproduced application issues using REST APIs, Postman, logs, HAR files, and system diagnostics to perform root cause analysis, drive resolution, and execute technical escalations. 2. Owned technical support tickets from investigation through resolution while maintaining 99% CSAT and SLA commitments. 3. Troubleshot customer API integrations, application workflows, configurations, and integration- related issues, collaborating with Product and Engineering teams to identify and resolve technical problems. 4. Led customer onboarding, implementation, configuration, and product enablement sessions, helping customers successfully adopt and optimize platform capabilities. 5. Created and maintained knowledge base articles and troubleshooting documentation that empowered customers to self-serve and reduced repetitive support requests. 6. Configured AI-powered workflows using Freshworks AI Agent Studio to automate support ticket creation based on customer inputs. 7. Reviewed and optimized AI-generated content, contributing to an increase in chatbot deflection from 38% to 56% and improved self-service success.