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THAMIM
Open to Opportunities

Customer
Support
Specialist

Senior Support Executive · Team Lead · Technical Trainer

Customer-focused professional with 6+ years of experience in gaming customer support, technical troubleshooting, and issue resolution. Proficient in Zendesk and Helpshift with a strong track record of improving CSAT and meeting SLA targets.

6+ Years experience
100+ Daily tickets resolved
4× R&R Award winner
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Career History

Work Experience

Senior Support Executive Oct 2019 – Feb 2026
Intouch CX · Bangalore
  • Provided customer and technical support for gaming platforms, resolving account issues, payment disputes, and gameplay-related concerns.
  • Managed 100+ customer interactions daily through email support while consistently meeting SLA targets and maintaining high CSAT scores.
  • Resolved technical issues and in-game purchase disputes, ensuring smooth customer experience and timely issue resolution.
  • Conducted technical training sessions for internal teams, improving troubleshooting skills and reducing escalation dependency.
  • Led a team of 4 representatives, enhancing resolution efficiency and improving overall customer satisfaction.
  • Identified recurring technical issues and contributed to solutions that improved product performance and user experience.
Customer Relationship Officer — Retention Aug 2018 – Aug 2019
Hinduja Global Solutions · Bangalore
  • Handled customer retention cases by resolving concerns effectively and reducing service cancellation requests.
  • Delivered customer support through email and voice channels, ensuring high customer satisfaction and professional communication.
  • Assisted customers with billing inquiries, payment processing, and account-related concerns with accuracy and efficiency.
  • Maintained a customer-focused approach while managing escalations and delivering timely issue resolution.
  • Collaborated with internal teams to improve customer experience and support operations.
Content Creator / Analyst Feb 2015 – Sept 2016
Softwits Startup Technology · Bangalore
  • Created engaging content for blogs, social media, email campaigns, and websites to improve audience engagement and brand visibility.
  • Designed creative visuals, including images, infographics, and videos, to strengthen brand awareness and user interaction.
  • Conducted keyword research and implemented on-page SEO strategies to improve search engine rankings and online reach.
  • Managed end-to-end content and product workflows, from ideation and planning to launch and optimization.
  • Worked as part of a 6-member team, coordinating content creation, task management, and project delivery in a fast-paced startup environment.

Core Competencies

Professional Skills

🎫
Zendesk, Helpshift & CRM Tools
💳
Payment Disputes & Transaction Resolution
🧩
Complex Problem Solving & Critical Thinking
🤝
Customer Retention & Escalation Management
🔍
Analytical Thinking & Attention to Detail
🔧
Advanced Technical Troubleshooting
✍️
Knowledge Base & Content Management
🐛
Product Bug Reporting & Issue Documentation
💻
Gaming & Digital Product Support
📣
Email, Chat & Voice Support
👥
Team Training & Management
📈
SLA Management & CSAT Improvement

Strengths

Smart Working Time Management Composed & Polite Fast Learner

Academic Background

Education

Master of Technology(M.Tech.)
Computer Science
B.S. Abdur Rahman University, Chennai · 2014 · CGPA 7.75
Bachelor of Engineering(B.E.)
Computer Science
Mohamed Sathak Engineering College, Kilakarai · 2012 · CGPA 6.94

Academic Contributions

Seminar & Workshops — Delivered seminars and workshops to diverse groups of college students, with a focus on Mobile Technologies.
Mentorship — Mentored undergraduate students on academic projects by providing technical guidance and project support.
Conference Paper — Presented a research paper at the Research Trends in Computer Applications and Information Management (RTCAIM) National Conference, Bangalore.
Research Publication — Published a research paper on Wireless Sensor Networks in the AIMS Journal of Research, Volume 9, Issue 1, Pages 34–39.

Recognition

Achievements

🏆

Four-time Rewards & Recognition winner at Intouch CX for outstanding CSAT performance and service quality.

🎯

Successfully helped bring the client's support queue in-house through strategic issue resolution and improved customer satisfaction.

⭐

Consistently maintained high quality standards in product support and service delivery across all tenures.

📚

Recognized by clients with monetary awards for consistently resolving complex issues and providing exceptional customer support.

Reach Out

Let's Connect

Open to exciting opportunities in customer support, and technical operations. Let’s connect and create exceptional customer experiences together.

📍 Tenkasi, Tamilnadu, India 627424
✈️ Relocation — Yes
📧 thamim.mtech@gmail.com
📞 +91 7639384488

Senior Support Executive  ·  6+ Years Experience  ·  Product support · Gaming Support