Summary
Overview
Work History
Education
Skills
Languages
Timeline
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PRIYANK RANGNEKAR

Kitchener,Canada

Summary

Customer-obsessed and solutions-driven ‘Product Support Specialist’ with over 9 years of experience in marketing, research, product support, customer success, and troubleshooting across SaaS and digital platforms. Adept at resolving complex technical and non-technical issues, creating support documentation, and mentoring peers to drive continuous improvement. Passionate about technology and committed to enhancing the customer experience through advanced product knowledge, critical thinking, and proactive communication.

Overview

9
9
years of professional experience

Work History

Sales & Marketing Consultant

Zaash Labs
Kitchener, Ontario
03.2023 - Current
  • Provide advanced troubleshooting for client-facing research dashboards, resolving issues escalated from first-line support.
  • Ensure accurate case documentation, escalation, and resolution by collaborating with engineering teams.
  • Participate in the creation of internal support articles and maintain customer-facing documentation.
  • Mentor new team members and assist with knowledge transfer and product walk-throughs.

User Support

Advisor Websites
Vancouver, British Columbia
08.2021 - 02.2023
  • Delivered technical and non-technical support to users via email, phone, and screen sharing tools, ensuring high customer satisfaction.
  • Resolved escalated support tickets including data, access, and UI/UX issues across desktop and web platforms.
  • Maintained and updated knowledge base documentation and created FAQs to improve first-time resolution.
  • Identified recurring technical issues and worked with product and engineering teams to implement permanent fixes.
  • Achieved key KPIs including First Response Time, CSAT, and ticket closure rates.

Customer Engagement & Support Specialist

Lowes Canada
04.2020 - 08.2021
  • Provided consultative support to customers by identifying their needs, and recommending suitable products and solutions.
  • Managed technical product queries, returns, and escalations while ensuring customer satisfaction.
  • Collaborated across departments to resolve product availability and order fulfillment issues.

Senior Analyst

Acute Market Reports
03.2016 - 09.2019
  • Acted as the support liaison between client service and technical teams, ensuring data integrity and platform accessibility.
  • Documented and escalated bugs, collaborated on feature testing, and ensured product-market fit via direct customer feedback.
  • Authored training manuals and internal troubleshooting documentation.

Education

PG Diploma - Pharmaceutical Marketing

MITCON Institute of Management
01.2012

Bachelor of Pharmacy -

Shivaji University
01.2010

Skills

  • Tier 1 and Tier 2 technical support
  • SaaS, web applications
  • Product troubleshooting (Windows, macOS, web)
  • CRM tools: Zendesk, Salesforce, JIRA
  • Knowledge Base Management
  • Cross-functional Collaboration
  • Client Escalation Handling
  • Documentation & Training
  • Networking & Security Fundamentals
  • Customer Satisfaction (CSAT) KPIs SLA Adherence

Languages

English
Full Professional
Hindi
Full Professional
Marathi
Native/ Bilingual

Timeline

Sales & Marketing Consultant

Zaash Labs
03.2023 - Current

User Support

Advisor Websites
08.2021 - 02.2023

Customer Engagement & Support Specialist

Lowes Canada
04.2020 - 08.2021

Senior Analyst

Acute Market Reports
03.2016 - 09.2019

PG Diploma - Pharmaceutical Marketing

MITCON Institute of Management

Bachelor of Pharmacy -

Shivaji University

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PRIYANK RANGNEKAR