Summary
Overview
Work History
Education
Skills
Online Shopping and Product Research
Timeline
Generic

Anoop Sharma

Gurgaon

Summary

Experienced professional specializing in e-commerce Seller Support Executive. As a Seller Support Executive, I excel in fostering strong seller relationships and enhancing platform engagement. In my SRE role, I utilize Grafana for effective pools monitoring, ensuring optimal system performance and reliability. My unique blend of customer service and technical expertise drives operational excellence and seamless platform functionality.

Overview

10
10
years of professional experience

Work History

Seller Support Executive

Virus Positive Technology Pvt Ltd.
10.2019 - Current
  • Guide sellers through the setup and use of the Merchant Integration Platform (MIP) to create feeds for listing products on eBay.
  • Provide Level 2 support for incident and problem tickets, assisting sellers in resolving any issues they encounter with MIP.
  • Analyze bugs reported by sellers and collaborate with the relevant teams to ensure timely resolution and improvement.
  • Contribute to product enhancement initiatives by providing feedback and suggestions based on seller interactions and experiences.
  • Monitor pools to ensure system reliability and performance, using tools like Kibana and CIPHUB.
  • Utilize JIRA for managing and tracking tickets and issues, ensuring efficient resolution and communication.
  • Maintain professional communication with sellers and internal teams using Slack, ensuring clear and effective exchanges.
  • Collaborate with a diverse group of 20 internal teams that support the Merchant Integration Platform for bulk listings, ensuring seamless integration and support.
  • Execute database queries on production environments as needed to support troubleshooting and data analysis.
  • Utilize support tools such as CIPHUB, Kibana, s3p, and JIRA to provide comprehensive assistance to sellers.


Technical L1 Support

Progressive InfoTech Pvt Ltd
08.2018 - 10.2019
  • Incident and Problem Ticket Management: Efficiently track and resolve (L1) incident and problem tickets, ensuring timely and effective solutions to technical issues.
  • User Support and Query Resolution: Provide comprehensive support to users by addressing product-related inquiries through live chat, ensuring a high level of customer satisfaction.
  • Escalation Handling: Manage escalated tickets using the Zendesk ticketing tool, ensuring that complex issues are addressed promptly and effectively.
  • Billing Escalation Management: Handle billing-related escalations and queries using the WHMCS tool, ensuring accurate and satisfactory resolution for users.
  • VPN Connection Troubleshooting: Resolve VPN connection issues through both chat and ticketing systems, ensuring seamless connectivity for users.
  • Billing Query Resolution: Address and resolve billing-related inquiries via chat and ticketing systems, maintaining clear communication and accurate information for users.

Customer Support Engineer

Ensure Support Services India Ltd.
08.2015 - 05.2018
  • Provide in-person technical support and assistance to customers visiting the service center.
  • Diagnose, troubleshoot, Logitech products, including keyboards, mice, webcams, and other peripherals.
  • Perform hardware and software diagnostics to identify and resolve issues.
  • Document customer interactions, issues, and resolutions in the service center database.
  • Manage product returns, exchanges, and warranty claims efficiently.
  • Collaborate with other support engineers and technical teams to resolve complex issues.
  • Maintain an organized and clean work environment, ensuring all tools and equipment are properly used and stored.
  • Educate customers on product features, usage, and care to prevent future issues.
  • Stay informed about new product releases and updates to provide accurate support.
  • Assist in inventory management and ordering of replacement parts and tools.

Education

Master of Computer Applications - Computer Science

UPTU
Uttar Pradesh
06-2015

Bachelor of Computer Applications - Computer Application

MJPRU
Uttar Pradesh
06-2013

Skills

  • Customer Service Excellence:
  • Problem-Solving
  • Monitoring and Alerting
  • Collaboration
  • Technical Proficiency

Online Shopping and Product Research

I have a keen interest in online shopping and product research, which has allowed me to gain valuable insights into consumer behavior and market trends.

Timeline

Seller Support Executive

Virus Positive Technology Pvt Ltd.
10.2019 - Current

Technical L1 Support

Progressive InfoTech Pvt Ltd
08.2018 - 10.2019

Customer Support Engineer

Ensure Support Services India Ltd.
08.2015 - 05.2018

Master of Computer Applications - Computer Science

UPTU

Bachelor of Computer Applications - Computer Application

MJPRU

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Anoop Sharma