Shruthi Sagar N
Bangalore
Summary
Results-driven Product Support Engineer with over 8 years of expertise in efficiently troubleshooting and resolving diverse product issues. Proven ability to leverage extensive product knowledge to swiftly identify and rectify problems. A resourceful professional adept at prioritizing tasks effectively while consistently delivering high-quality support. Experienced in delivering comprehensive technical support to end-users and adept at resolving complex technical issues. Known for organizational prowess and reliability, successfully managing multiple priorities with a positive and proactive attitude. Demonstrates a commitment to team goals by willingly taking on additional responsibilities when necessary.
Overview
8
8
years of professional experience
Work History
CSA SME 1
BrightEdge
09.2024 - Current
- Resolved 80% of support tickets within 10 business hours, ensuring efficient issue resolution and customer satisfaction.
- Collaborated with digital marketers, web developers, and IT teams to address and resolve complex platform-related issues.
- Successfully managed and resolved approximately 180-200 support cases per month, maintaining high productivity and performance standards.
- Managed and prioritized support ticket backlogs, ensuring timely resolution and smooth workflow.
Product Support Engineer L3
BetterPlace
12.2021 - Current
- Resolved system and customer issues by troubleshooting and providing effective solutions
- Managed customer relationships by delivering prompt responses to questions
- First meaningful response provided to the Customer after initial escalation < 1 Hour and resolution
- Achieve a weekly solved count of 25 Tickets per week
- Achieve an average TTR of 95% of SLA Achieved over both Jira and Non-Jira tickets for individual and team.
Technical Support Engineer
Sensei Technologies
09.2016 - 12.2021
- Proactively intercept, engage, interact and communicate with customers to demonstrate product features and benefits in a professional manner
- Have strong knowledge in Loan Life Cycle system with good debugging skills
- Contributed around 30% to Test Cases in Unit Testing for the continuous stability of the ENCORE Web App using TestNG Framework
- Responsible for coordinating and executing regular releases in Production and various environments every sprint.
Education
Masters of Computer Applications - Computer Application
PES (VTU)
08.2014
Bachelor of Computer Application - Computer Application
Garden City College
06.2011
Skills
- Customer service expert, Application & Product Support, Problem Solving, Teamwork, Leadership, Attention to Detail
- MySql, MongoDb, Elasticsearch, Kibana, Familiar with AWS Cloud Services such as EC2/S3/RDS, PostmanAPITesting, Worked on Ticket Management System (TMS) such as Zoho and Zendesk, Basic Linux Skills - Navigating the system's directories and filing system, Manipulating files in the Linux shell, User permission configuration, Python
Timeline
CSA SME 1
BrightEdge
09.2024 - Current
Product Support Engineer L3
BetterPlace
12.2021 - Current
Technical Support Engineer
Sensei Technologies
09.2016 - 12.2021
Bachelor of Computer Application - Computer Application
Garden City College
Masters of Computer Applications - Computer Application
PES (VTU)
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