Soham Chowhdury

Customer Support / Success Specialist with 3+ years of experience in SaaS and technical support environments, handling high volume, real time customer interactions across chat, email, and phone. Experienced in troubleshooting complex issues, managing escalations, and handling multiple concurrent issues while maintaining high resolution quality. Strong focus on problem-solving, efficiency, and improving customer experience.

Known for reducing repeat issues and improving customer experience through proactive problem solving and operating independently in fast paced environments. Experienced in supporting US and UK customers, and working shifts aligned with US and UK business hours.

Customer Success Specialist at Seeking Alpha (2024-01 – Present)

• Handled user interactions across email and phone for Seeking Alpha's subscription based SaaS platform, supporting US based customers.
• Resolved issues related to account access, portfolio syncing, and app functionality.
• Analyzed backend logs using Kibana to diagnose data sync issues, distinguishing API related failures from internal issues and routing escalations to external partners or internal teams with clear context.
• Collaborated with product and engineering teams on complex customer issues, bug fixes, and feature requests.
• Investigated user reported market data discrepancies, working with the Market Data Quality team to identify root causes and resolve data accuracy issues.
• Onboarded new users and guided them through setup, connecting external accounts, and configuring platform features.
• Conducted customer walkthroughs and communicated product updates, features, and best practices to drive platform adoption and engagement.
• Independently managed a high volume support queue with minimal supervision, proactively driving issues through to resolution.

Technical Support Specialist at BT Group (2022-01 – 2024-01)

• Delivered technical support to enterprise users for BT's cloud-based UCaaS platforms (e.g., BT Cloud Voice, BT Cloud Work), troubleshooting connectivity, configuration, and service issues.
• Assisted users with initial setup and configuration.
• Coordinated with cross-functional teams in the UK to resolve issues within SLA timelines.
• Managed complaint queue independently, selected tickets based on urgency and impact, and ensured timely resolutions.
• Triaged issues, and worked closely with internal teams on escalated tickets, proactively updated users, and pushed to resolve issues as quickly as possible.
• Ensured compliance with GDPR and data protection standards while handling customer information.

Customer Support Specialist at Concentrix (2021-01 – 2022-01)

• Delivered live chat support for enterprise users, and regularly handled multiple conversations simultaneously.
• Resolved technical and account related issues by diagnosing problems, and guiding users through step by step solutions.
• Assisted with onboarding and configuration.
• As part of an early team cohort, handled a wide range of support scenarios and adapted to evolving processes in a fast-paced environment.

Indian School Certificate (ISC) in Class XII – Salt Lake School (English Medium) (2014-01)