Varsha Swami

Varsha M Swami Level 3 Technical Support | Order Life Cycle Management | App Troubleshooting Expert 📞 - | ✉️-🌐 LinkedIn Bangalore, India | Immediately available to join Professional Summary Tech-savvy and detail-oriented professional with over 8 years of experience in technical support, order management, and post-sales service in the EdTech industry. Proven expertise in L2/L3 support, mobile/web app troubleshooting, order fulfillment, and SLA-driven service delivery. Strong proficiency in tools like Salesforce, Freshdesk, JIRA, and Google Play Console with a consistent record of enhancing customer satisfaction. Core Competencies  L2/L3 Technical Support (iOS/Android/Web)  Crash/Error Log Analysis & RCA  Order Management & Fulfillment –  SLA & TAT Compliance  Escalation Handling & Resolution  Inventory & Logistics Coordination  CRM & Ticketing Tools (Salesforce, Freshdesk, Lead Squared)  Knowledge Base & Process Documentation Professional Experience BYJU’S, Bangalore, India Assistant Manager – L3 Tech Escalation & Order Management Feb 2020 – Present  Managed complex technical escalations; resolved 85% of app issues at L3 level with minimal developer intervention.  Coordinated with logistics and warehouse teams to ensure timely order delivery and issue resolution.  Processed high-volume customer orders using ERP tools with 98% accuracy.  Led training for new support team members on order lifecycle and troubleshooting processes.  Documented customer feedback and improved ticket resolution workflows via Salesforce and Freshdesk.  Investigated and resolved app crashes, login issues, and UI lags across Android, iOS, and web platforms.  Collaborated with QA and engineering teams to log and verify bugs through JIRA. Senior Technical Support Executive | Order Management Aug 2018 – Jan 2020  Point of contact for BTLA app users for all technical escalations and user issues.  Managed order processing for both online classes and offline products like tablets and SD cards.  Maintained a 95% turnaround time for ticket resolution, including high-visibility social media escalations. Senior Customer Support Specialist Jul 2017 – Aug 2018  Provided exceptional customer service that directly improved retention and customer satisfaction.  Collaborated with product development to implement customer feedback into process improvements. Aegis Pvt Ltd – Reliance JIO Process Senior Customer Specialist Jan 2016 – May 2017  Resolved customer-reported network issues and service escalations.  Acted as an appellate executive for final-level dispute resolution. Freelance – Online Tutor Sep 2014 – Oct 2015  Delivered online tutoring sessions in mathematics using interactive chat platforms.  Customized lessons for student needs and tracked performance improvements. Certifications & Tools - Certified Agile Business Analyst – Train Smart Academy (IIBA Reg.) - Six Sigma Yellow Belt – 6sigmastudy - Project Management Essentials – MSI - Salesforce, Freshdesk, LeadSquared, JIRA, Scale Fusion, App Store/Google Play Console Education - B.E. in Electronics and Communication, Visvesvaraya Technological University – 2013