Liya Accamma shajee
Scarborough,ON
Summary
Technical Support Specialist with over 3 years of experience in SaaS customer support. Proficient in delivering clear and effective support via email, chat, and phone to a diverse user base. Skilled in Salesforce, WordPress, and various Email Service Providers, with strong troubleshooting abilities and foundational knowledge of HTML/CSS. Proven track record of success in fast-paced, dynamic team environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Loblaw Company ltd
Toronto, Ontario
06.2023 - Current
- Provided bilingual phone and chat support for mobile service customers throughout North America.
- Resolved complex technical issues through effective documentation and use of CRM tools.
- Communicated via grammatically accurate emails and live chats to enhance customer experience.
- Utilized Jira, Confluence, and Slack for collaboration and escalation tracking across teams.
- Applied foundational knowledge of networking and cloud services during troubleshooting processes.
- Exceeded SLA and customer satisfaction metrics by multitasking and conducting proactive follow-ups.
Technical Support Engineer
24[7].ai
Bangalore, India
06.2021 - 12.2022
- Delivered first-level SaaS support for cloud and mobile services through chat and phone.
- Diagnosed root causes of recurring technical issues, recommending scalable solutions.
- Guided customers in navigating and configuring platforms such as WordPress and ESPs.
- Mentored new hires on support tools and best practices for customer communication.
- Created well-structured knowledge base articles to document solutions clearly.
Education
PG Diploma - Postgraduate Diploma in DevOps For Cloud Computing
Lambton College of Applied Arts And Technology
Toronto, ON09-2024
Bachelors of Technology - Bachelor of Computer Science And Engineering
College of Engineering Chengannur
Kerala,India06-2021
Skills
- Cloud computing and container orchestration
- Continuous integration
- Technical troubleshooting and documentation
- Customer support and CRM management(Salesforce:Advanced)
- Email marketing tools
- Live technical support
- Web development technologies
- Written communication skills
- Remote collaboration tools
- Networking fundamentals
- Language proficiency
Certification
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Azure Administrator Associate (AZ-104)
Volunteer Experience
Placement Cell Lead – College of Engineering
- Coordinated recruitment events, digital enrollment, and internal reporting.
- Led a six-member team to modernize operations and student engagement.
References
References available upon request.
Timeline
Customer Support Representative
Loblaw Company ltd
06.2023 - Current
Technical Support Engineer
24[7].ai
06.2021 - 12.2022
PG Diploma - Postgraduate Diploma in DevOps For Cloud Computing
Lambton College of Applied Arts And Technology
Bachelors of Technology - Bachelor of Computer Science And Engineering
College of Engineering Chengannur
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