Customer Success & Technical Support Leader in SaaS EdTech

Bhavik Pandya

Technical Support & Customer Success Leader EdTech SaaS Cloud AI-Driven Support Anand, Gujarat, India +91-911******* ******.****@*****.*** LinkedIn: www.linkedin.com/in/bhavik-pandya-423512149 Professional Summary

Customer Success & Technical Support Leader with 13+ years of experience across EdTech, SaaS, HealthTech, Cloud, and IT services. Expert in LMS integrations (Canvas, Moodle, Blackboard, D2L), API troubleshooting (Postman), SaaS onboarding, training, and global client management. Supported institutions including Singapore Institute of Technology, Arizona State University, and the American Psychological Association.

Core Competencies

• Customer Success & Technical Support

• SaaS Onboarding, Adoption & Renewals

• LMS Integrations: Canvas, Moodle, Blackboard, D2L

• API Troubleshooting (Postman), SSO Integrations

• Tools: Zendesk, Ivanti, Salesforce, ServiceNow

• Escalation & Incident Management

• AI Tools & Prompt Engineering (ChatGPT, Copilot, Gemini)

• Training, Documentation & Knowledge Management

• Data Analysis (SQL) & Reporting

Professional Experience

Cambridge University Press & Assessment (CogBooks India Pvt. Ltd.) Technical Support Analyst Bangalore (Remote) Nov 2019 – Aug 2025

• Managed onboarding, technical support, and SaaS integrations for global universities.

• Performed LMS integrations (Canvas, Moodle, Blackboard, D2L).

• Supported institutions including Singapore Institute of Technology, Arizona State University, and American Psychological Association.

• Troubleshot APIs using Postman and collaborated with engineering teams on platform issues.

• Delivered faculty, admin, and IT team training.

• Tools used: Zendesk, Salesforce, Ivanti, JIRA, Postman. Practo (HealthTech SaaS)

Product Support Specialist Bangalore Mar 2019 – Sep 2019

• Supported healthcare SaaS workflows for EHR, appointments, telehealth & billing.

• Worked with engineering teams for bug fixes and workflow optimization.

• Ensured SLA compliance and stable product performance. Petro-Canada Fuels

Customer Service Team Lead Ontario, Canada Jan 2016 – Aug 2017

• Managed daily operations, inventory & customer service.

• Handled escalations, staff training, and performance improvement. Hinduja Global Solutions (HGS)

Customer Service Representative Ontario Dec 2012 – Dec 2015

• Supported Rogers & Fido customers on renewals & service upgrades.

• Achieved targets in renewals, retention & customer satisfaction.

• Resolved billing, service, and account issues.

Lambton College

Research Analyst Sarnia, Canada Oct 2011 – Jan 2012

• Conducted market research, statistical analysis & reporting.

• Prepared documentation and insights for internal teams. HCL Infosystems Ltd.

Helpdesk Support Engineer Ahmedabad Sep 2009 – Dec 2010

• Provided IT support for Gujarat Government Pension Department.

• Resolved system, hardware & software issues.

CMC Limited

User Support Engineer Mumbai Oct 2007 – Jun 2009

• Supported HDFC ERGO, ICICI Lombard & Cholamandalam.

• Delivered system integration support & troubleshooting. Education

• Information Technology & Web Design – Lambton College, Canada (2012)

• MCA – Sardar Patel University (2007)

• BCA – HNGU (2004)

Certifications

• Generative AI Essentials – Coursera

• Generative AI: Introduction & Applications – IBM

• Generative AI: Prompt Engineering Basics – IBM

• Generative AI: Transform Your Customer Support Career – SkillUp

• Prompt Engineering – LearnTube.ai

• HubSpot Service Hub Software – HubSpot

• Social Media Marketing – HubSpot

• Customer Experience Leadership – LinkedIn

• Certified Analytics Professional (CAP) – LinkedIn

• SQL for Data Analysis – LinkedIn

• CompTIA Project+ – CompTIA

• MCPD – Microsoft

• MCITP Server Administrator – Microsoft

• ITIL 4 Foundation – Skillsoft

• AI Tools Workshop – Be10x

Technical Skills

• Support Tools: Zendesk, Ivanti, Salesforce, ServiceNow, HubSpot

• LMS: Canvas, Moodle, Blackboard, D2L

• API Tools: Postman

• AI Tools: ChatGPT, Copilot, Gemini, Claude, Dall-e

• Collaboration: JIRA, Teams, Zoom, Confluence

• Languages: English, Hindi, Gujarati

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