Muskan Arora
Product Support Analyst
Ottawa,ON
Summary
Skilled Product Support Analyst with broad base of experience in technical support and operations. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Product Support Analyst
CaseWare
Toronto, ON
05.2022 - Current
- Troubleshot issues which require advance knowledge of Bookkeeping programming applications and investigate issues/issues announced towards the end-users.
- Acted as a Subject Matter Expert to make sure every deliverable meets the needs of the stakeholders, policies, standards, and best practices.
- In charge of conducting round table conferences with the agenda to discuss the most common issues, their workarounds and report back to R&D so that the changes are done to the next version.
- Schedule callbacks with the clients to discuss various ongoing issues and the fixes for them.
Customer Service Specialist
SkipTheDishes
Winnipeg, MB
03.2018 - 11.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers. Managed over 50 customer calls per day
Account Executive
Otter
Toronto, Ontario
12.2021 - 04.2022
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Executed successful sales strategies to convert leads into customers.
- Applied needs-based analysis to assess current satisfaction and importance of various product features to customers.
Workforce Real Time Analyst
247 Intouch
Winnipeg, MB
08.2017 - 01.2018
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Managed real-time inbound call traffic across multiple contact center locations
Education
Bachelor of Arts - Economics
University of Manitoba
Winnipeg, MBAssociate of Arts - Accounting
Red River College of Applied Arts, Science And Technology
Winnipeg, MBSkills
Microsoft CertificationDelivering Technical SupportQuickBooks, Salesforce, Dynamics 365, Microsoft OfficeCollaborative Team Player
AWS, Zendesk
Laptop Imaging, Computer Hardware, iOS & Android proficiencyTechnical issues analysis
Desktop support
Customer service expert
Software diagnosis
Application support
Interpersonal Communication
Learning Python from Udemy
Timeline
Product Support Analyst
CaseWare
05.2022 - Current
Account Executive
Otter
12.2021 - 04.2022
Customer Service Specialist
SkipTheDishes
03.2018 - 11.2022
Workforce Real Time Analyst
247 Intouch
08.2017 - 01.2018
Bachelor of Arts - Economics
University of Manitoba
Associate of Arts - Accounting
Red River College of Applied Arts, Science And Technology