Manya Sharma
Durg,Chhattisgarh
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Eightfold.ai
02.2024 - Current
- Resolved 25+ weekly cases, including complex configuration updates, ensuring client requirements and platform enhancements were met and well-documented for future troubleshooting.
- Managed ATS system issues, including sync and write-back processes, using tools like DB Explorer for API and SQL integrations, contributing to seamless data flow across systems.
- Proactively monitored production notifications and system alerts to identify and address incidents promptly, logging all actions within ticketing systems like ServiceNow and Jira.
- Delivered step-by-step technical support, enhancing customer satisfaction by simplifying technical details for non-technical audiences in presentations and demonstrations.
- Provided Tier-3 support and acted as an escalation point for challenging inquiries, collaborating with SREs and SMEs to resolve complex issues within SLAs.
- Maintained clear communication with clients, handling incident calls and status updates with transparency, effectively balancing multiple priorities in a fast-paced environment.
Product Support Engineer
Sprinklr
02.2022 - 02.2024
- Technical Support and Troubleshooting: Over 2 years of experience in technical support roles, specializing in diagnosing and resolving issues in web application stacks, including backend server APIs, SQL databases, and configuration checks.
- API Integration and Maintenance: Proficient in developing, integrating, and troubleshooting backend APIs, ensuring reliable data exchange and optimized performance.
- SQL and Database Management: Strong expertise in relational databases; skilled in writing, optimizing, and debugging SQL queries to support efficient data retrieval, manipulation, and system integrity.
- Customer-Focused Communication: Experienced in drafting clear, professional emails and conducting effective client calls to address inquiries, resolve technical issues, and improve usability.
- Premium Client Handling: Successfully provided exceptional service to premium clients, enhancing satisfaction and retention rates in a B2B SaaS-based environment.
- Applicant Tracking Systems (ATS) and Recruitment Platforms: Familiar with HR and recruitment software, including ATS, employer branding, and recruitment advertising tools.
- Collaboration Across Teams: Worked closely with Engineering, Customer Success, and Product teams to translate customer feedback into actionable fixes/enhancements and ensure superior customer experiences.
- Process Development in Ticketing Systems: Skilled in designing and optimizing support processes in platforms like Zendesk and similar ticketing tools to deliver world-class customer support and streamline workflows.
- Productivity and Time Management: Consistently achieved and exceeded KPIs, maintaining high productivity and adhering to response times and service levels.
- Programming Knowledge: Basic proficiency in Java for troubleshooting and enhancing technical support capabilities.
Business Executive
Byju's
09.2020 - 09.2021
- Customer Relationship Management
- Resolving client issues, 15 calls weekly.
- Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
- Led cross-functional teams for successful project completion and improved collaboration among departments.
- Educated customers about billing, payment processing and support policies and procedures.
- Listened to customers' questions and concerns to provide answers or responses.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
Education
Bachelor of Engineering - Electrical and Electronics Engineering
Acharya Institue of Technology
Durg08.2020
12th Board -
VHSS - Central Board of Secondary Education
Durg05.2016
10th Board -
VHSS - Central Board of Secondary Education
Durg05.2014
Skills
- Customer Support & Troubleshooting
- SQL & Database Management (MySQL, JDBC)
- API Development & Integration
- Technical Email Writing
- Problem-Solving Abilities
- CRM Tools
- JIRA
- DB Logs,Gray logs
- MS Excel
- Technical Documentation
- Escalation Management
- Advanced Troubleshooting
Certification
Internship
Intern, CSPDCL (State Government Organization)
[Durg,Chhattisgarh] | [Jan, 2019]
- Gained hands-on experience in electrical generation, distribution, and maintenance operations.
- Learned about transformer functioning and energy distribution processes within the state.
Automated Ration Distribution System
[Visvesvaraya Technological University (VTU)] |
[2016-2020]
- Developed an automated ration distribution system using OTP and KYC methods to enhance transparency and prevent theft.
- Focused on improving efficiency and accountability in the ration distribution process.
Certification
- API Documentation Certified
Demonstrated proficiency in creating and managing comprehensive API documentation, ensuring clarity and usability for developers and end-users. - AI Challenges and Opportunities for Leadership Certification
Gained insights into the strategic implications of AI technologies for leadership roles, focusing on leveraging AI for organizational growth and innovation. - Server Tests and Deployments (Basic)
Acquired foundational knowledge in server testing and deployment processes, covering essential practices for ensuring reliable and efficient server operations.
Languages
English
Hindi
Timeline
Technical Support Engineer
Eightfold.ai
02.2024 - Current
Product Support Engineer
Sprinklr
02.2022 - 02.2024
Business Executive
Byju's
09.2020 - 09.2021
Bachelor of Engineering - Electrical and Electronics Engineering
Acharya Institue of Technology
12th Board -
VHSS - Central Board of Secondary Education
10th Board -
VHSS - Central Board of Secondary Education
Similar Profiles
Rene HarrisRene Harris
Regional Vice President Sales at Eightfold.aiRegional Vice President Sales at Eightfold.ai
Aniketh VelamuriAniketh Velamuri
WFX Team, Software Engineer at Eightfold.aiWFX Team, Software Engineer at Eightfold.ai
Sukruta PrasadSukruta Prasad
Consultant-Talent Design at Eightfold.aiConsultant-Talent Design at Eightfold.ai