Bibek Behera

Experience

• 

  Zephyr

  Apr 2014 - Apr 2018

  - Responding to escalated customer support issues via Email/Call.- Implementing customer support processes to enhance customer satisfaction.- Document release-related defects and features for internal and external articles.- Prepare the support team to be ready for the upcoming release.- Responding to escalated customer support issues via Email/Call.- Implementing customer support processes to enhance customer satisfaction.- Come up with best practices to maintain CSAT>4.5. Show less

  • Sr. Product Engineer

    Apr 2017 - Apr 2018

  • Product Engineer

    Apr 2014 - Apr 2017
• 

  SmartBear

  Mar 2018 - May 2021

  Product Lead

  - Help support team so that they can support existing and new customers with their technical issues.- Coordinate with the product for faster resolution of ongoing technical issues. - Trage existing customer issues for better backlog prioritization.- Plan internal development for the team for technical and non-technical skill sets.- Collaborate with the customer success team to provide the best possible onboarding experience to customers.- Track and report support team’s performance metrics.- Manage escalation and route it to a specific team for faster resolution.- Prepare the support team to be ready for the upcoming release.- Formulating and revising customer support plans and supervising their implementation.- Informing the team of all new information related to products, procedures, and trends.- Assessing support statistics and preparing detailed reports on the findings.- Ensuring adequate documentation of all strategies, processes, and procedures related to the resolution of an issue. Show less

• 

  Salesforce

  May 2021 - Apr 2022

  Success Engineer
• 

  Strategenics

  May 2022 - now

  Consultant

  • Development of customer digital products using the Atlassian product suite• Product commercialisation of Strategenics digital products• Prototyping of digital products to communicate product vision and benefits• Agile Project management including Scrum and Kanban• Advocacy of agile methodologies and Atlassian products• Atlassian product configuration and customisation• Business analysis and requirements analysis• Business process modelling and improvement• Change management, testing, training and onsite systems implementation• Development of solution architecture and as-built documentation• Quality assurance and system testing of team delivery projects and products• Customer support and helpdesk operations• Customer and Technical support to clients as required• Contributing to continued business growth of Strategenics through: * supporting proposal and tender development * further development of current clients and acquisition of new clients * identifying and developing partnerships * attending networking events * presenting Atlassian product demonstrations to customers Show less