JaiKumar Ghadmode

Experience

• 

  EGain Corporation

  Aug 2011 - now

  - Handle the tasks of providing technical support for Esoftware/application to customers via phone and email.- Managing escalations.- Approving the knowledge articles written by the team members.- Assigning work to team members based on their work load and expertise. - Collaborate with developers to schedule project deliverables, resolve known defects and ensure proper testing during implementation phase.- Resolving customers concerns within time.- Managed communications to customers to maintain positive relationships and high level of customer satisfaction.- Communicating customer needs or enhancement requests to our engineering staff.- Provide functional and technical support, troubleshooting and diagnosing hardware and software problems.- Replicate customer’s environment to reproduce and troubleshoot customer issues.- Working in coordination with executives and leaders to achieve the targets before deadline.- Helping the new team members in knowing the product, handling customer sentiments and resolving the issues within time.- Recommending product enhancements to marketing group based on customer needs and feedback.- We also have customizations done on our product based on the customer's requirement, analyzing and fixing the customization related issues.- Taking brain storming session, exploring knowledge towards the product and the technologies used in the product.- Communicate technical information to a non-technical audience.- Use tools like heap dump analyzer, UI debugging tools, HTTP watch/ Fiddler to resolve the issue.- Assisting team members to resolve their issues in timely manner.- Some of our satisfactory Customers list: - Navy Federal Credit Union, Alliance Data, Vodafone, Reliance Jio, Lands End. Show less

  • Solution Success Manager

    Jun 2017 - now

  • Technical Support Team Lead

    Jun 2015 - Jun 2017

  • Senior Technical Support Engineer

    Jun 2013 - Jun 2015

  • Product based IT software company

    Aug 2011 - Jun 2013