Utkarsh Pandit
Gurgaon/Agra
Summary
My professional aptitude is a unique blend of technical acumen, strategic thinking, customer-centric approach and people management skills to drive innovation and success within an organization with my smart work and attention to detail. I am motivating and supportive of others and Inquisitive and solution-oriented. Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Senior Product Support Engineer
Sprinklr
Gurgaon
06.2024 - Current
- Taking ownership of technical issues, understanding customer requirements and workflow, and working within escalation processes to resolve more advanced issues.
- De-escalation and providing Resolution with details Root cause analysis. .
- Work closely with the Development, product and QA team.
- Ability to organize workload, manage any changing priorities and complete tasks.
- Advanced training and troubleshooting using Kafka, Kibana, Elastic Search, Mongo DB, and SQL.
- Helping with complex Regex and advanced automation integrating Bots and Intuition along with language models.
- SAML & OKTA integration using AWS, GCP & Azure.
- JIRA management and Quality Assurance.
- Advanced knowledge of automation, rules, and CRM and CXM.
- Analyzed customer data from surveys and feedback forms to understand their preferences better.
- Evaluated existing processes, procedures and policies related to product support services and made recommendations as needed.
- Led full product development lifecycles from concept phase through final production.
- Maintained positive working relationship with fellow staff and management.
- Performed system administration tasks such as upgrades, patches, security reviews, backups and restores and user account management.
- Managed team of technicians responsible for providing remote technical support services.
- Analyzed performance data from various sources to identify areas needing improvement or optimization.
- Worked closely with other departments such as sales, engineering, operations and marketing to develop effective customer solutions.
L2 Product Support Engineer
Sprinklr
Gurgaon
03.2021 - 05.2023
- Reviewed logs from various sources such as application servers, databases, Kafka, Kibana, prod-logs, Elastic search, SQL to diagnose errors or anomalies detected in production environments.
- Validated and verified software updates to guarantee successful deployment.
- Took charge as a subject matter expert, responsible for content planning and building knowledge bases on community and confluence.
- Troubleshooting product and technical issues faced by clients within the SLA.
- Ability to escalate relevant issues in a timely manner to the relevant parties.
- Collaborated closely with cross-functional teams to translate customer feedback into actionable product enhancements, aligning roadmap priorities with market demands.
- Enhanced client experience by offering in-depth assistance and expertise on product functionalities, integrations, and customization options resulting in increased product utilization.
- Reported bugs or defects found in software applications to development teams for resolution.
- Monitored ticket queues and assigned tickets appropriately based on priority levels.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Collaborated with developers to resolve recurrent faults.
- Developed training materials and procedures or trained users in proper use of hardware or software.
Product Support Associate
Sprinklr
Gurgaon
07.2020 - 03.2021
- Provided prompt and effective assistance to clients facing technical issues.
- Offered in-depth technical support and guidance on the functionalities, integrations, and customisation options of our software suite to empower clients in maximising its potential.
- Maintained records of customer interactions and transactions in a CRM system.
- Conducted regular quality assurance tests to ensure accuracy of product information provided to customers.
- Collaborated with cross-functional teams to develop strategies for increasing customer engagement and loyalty.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Utilized problem-solving skills to diagnose and troubleshoot complex issues reported by clients, leveraging resources such as Jira to track and manage support tickets effectively.
Education
Bachelor of Technology - Civil Engineering
VIT University
Chennai06-2020
High School Diploma -
St. George' College
Agra05-2015
Skills
- Training and mentoring
- Incident Management
- Business Ownership
- Customer-Focused Selling
- Quality Control
- Customer Research
- Team Management
- Support Engineers
- Client Relations
- Service-Level Agreements (SLA)
- Customer Advocacy
- Advanced troubleshooting
- Customer Support
- Process Improvement
- Critical Thinking
- Application installations
- Technical Documentation
- Technical Troubleshooting
- Root Cause Analysis
- Complaint Management
- Scripting Languages
- Product Knowledge
- JIRA Systems
- Ticket Queue Software
- Customer Relationship Management
- Attention to Detail
- Troubleshooting and diagnosis
- Employee Training
- Interpersonal Communication
- Issue Escalation
- Technical expertise
- Bug tracking
Languages
English
First Language
Hindi
Proficient (C2)
C2
French
Intermediate (B1)
B1
Urdu
Intermediate (B1)
B1
Accomplishments
- Product Support Engineer of the Year
Timeline
Senior Product Support Engineer
Sprinklr
06.2024 - Current
L2 Product Support Engineer
Sprinklr
03.2021 - 05.2023
Product Support Associate
Sprinklr
07.2020 - 03.2021
Bachelor of Technology - Civil Engineering
VIT University
High School Diploma -
St. George' College
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