Soumil Tripathi

Objectives:

To efficiently extract relevant data from online sources or internal systems and transform it into actionable reports that aid in decision-making and process improvements.

Key Responsibilities:

• Retrieve and consolidate raw data from online sources, databases, or internal tools.
• Clean, validate, and structure the data to make it ready for analysis.
• Prepare timely and accurate reports (such as daily, weekly, or monthly) using Microsoft Excel.
• Utilize advanced Excel functions (like PivotTables, VLOOKUP, IF, charts, and conditional formatting) to organize and visualize data.
• Provide insights, trends, and abnormalities in the reports to stakeholders for informed decision-making.
• Automate or streamline reporting processes to reduce manual effort and minimize errors.
• Ensure data integrity and confidentiality during extraction and storage.

• Act as the final point of contact for escalated or complex technical issues from L1/L2 support.
• Provide detailed troubleshooting and resolution guidance to team members.
• Reduce TAT (Turnaround Time) on escalated tickets through deep domain expertise.

• Create, update, and maintain SOPs, troubleshooting guides, FAQs, and internal knowledge base articles.
• Ensure that all documentation is current with product updates and process changes.
• Train new team members on tools, workflows, and technical troubleshooting.

• CSAT : Track satisfaction scores, identify low-CSAT trends, and suggest improvements.
• AHT : Monitor average handling time, highlight outliers, and guide for efficiency.
• Tagging : Ensure proper ticket categorization through audits and agent coaching.
• Quality : Perform ticket quality reviews and share feedback to improve accuracy and tone.
• Create and share weekly/monthly reports with insights and improvement plans.

1. Customer Issue Resolution 2. Technical Troubleshooting 3. Ticket Management & Documentation

• Respond to technical queries from buyers, sellers, or partners via email, chat, or calls.
• Resolve product issues (e.g., login, listing errors, app bugs) within defined SLAs.
• Provide step-by-step guidance to users facing platform issues.
• Investigate bugs, errors, or unexpected behaviors on OLX platforms (web/mobile).
• Collaborate with the QA/Engineering team to replicate and report technical issues.

• Accurately log all support interactions in tools like Zendesk, Freshdesk, etc.
• Maintain detailed internal notes and ensure proper ticket categorization.
• Create and update FAQs, help guides, and solution articles based on recurring issues.

4. Meet or exceed defined KPIs such as:

• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Ticket Volume Handled
• SLA Adherence
• Customer Satisfaction (CSAT)