Gurpreet Singh

Experience

• 

  Kayako

  Dec 2010 - Apr 2018

  # Managed global support through Real-time messaging, Email, Social Media, VoIP and the Community Forum quickly and effectively.# Helped the sales team with closing deals by verifying if the requirements of the customer can be met either by Kayako or through an Integration.# Develop and track success metrics for technical support channels, analyze performance trends, and deliver consistent workflow process improvements for the team.# Deliver interactive product webinars and demo sessions.# Complete feasibility studies for new large clients to onboard complex technical setups.# Contribute to best practices, education and help center content.# Own and improve the escalation path to operations and engineering to troubleshoot, document and resolve product bugs and UI improvements.# Responsible to reduce Churn.# Responsible to show value to the customer so that they renew and upgrade license.# Develop feedback funnel and passing customer feedback to the engineering team to set the future direction of product development.# Help to develop the customer support profession through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices.# Trained new recruits on different aspects of the platform to help them get settled and comfortable with answering customer queries. Show less

  • Senior Customer Success Technical Advocate

    Sept 2015 - Apr 2018

  • Senior Subject Matter Expert

    Jan 2014 - Sept 2015

  • Technical Engineer

    Dec 2010 - Dec 2013
• 

  Crossover for Work

  May 2018 - Aug 2020

  Level 2 Support Architect (Independent Contractor, self employed)

  Provided product support to customers through Chats, Emails, Screen-share sessions and Calls. The role included the following:# Technical Consultancy to premium support customer# Managed customers' feedback funnel# Handled and rolled out SaaS infrastructure changes with SaaS team# Release management and product roadmapping# Escalation resource for Kayako Professional services and Billing.

• 

  Onfido

  Feb 2019 - now

  Onfido is the new identity standard for the internet. Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics.We give companies the assurance they need to onboard customers remotely and securely. Our mission is to create a more open world, where identity is the key to access.Responsibilities include:• Develop a deep understanding of the Onfido's product suite and how it's used by our Customers• Partner with customers as they onboard, integrate and use our API, SDK, and Dashboard• Investigate, debug, reproduce, and fix any issues customers are facing when using Onfido services.• Troubleshooting using logs and documentation, read and write code to fix issues• Help to maintain accurate product documentation and constantly try to improve internal processes. Show less

  • Senior Technology Support Engineer (E3)

    Sept 2021 - now

  • Technology Support Engineer

    Feb 2019 - Sept 2021
• 

  Entrust

  Apr 2024 - now

  Principal Customer Support Engineer