Venkata Naga Sai Kalyan Pamarthi

PROJECT SUMMARY:
The UberEATS Merchant Cloud SaaS Platform helps restaurants and food businesses manage their operations on UberEATS. It allows merchants to easily update their menu, manage orders, and track performance. Merchants can change prices, add or remove items, and run promotions to attract customers. The platform provides useful insights into sales, customer feedback, and delivery times, helping businesses improve their operations. It also tracks earnings and handles customer support, making it easier for merchants to stay on top of their business. With these tools, merchants can improve efficiency, increase customer satisfaction, and make smarter decisions to grow their business.

ROLES & RESPONSIBILITIES:

• First point of contact to multiple customers, communicating through chat, email, and video conferencing functionality to help our customer issues.
• Worked with B2B clients to deeply understand their requirements and struggles, making sure the things are properly implemented in business systems accordingly.
• Answer technical questions, solve technical problems and suggest appropriate workarounds and maintain customer promises by keeping tickets updated.
• Adapt to identify root cause analysis, diagnose and troubleshoot technical issues, providing clear and concise solutions.This typically involves investigating API calls and their error status codes.
• Solid knowledge of CRM tools including JIRA, Zendesk and Salesforce and SDLC, Agile methodologies.
• Expert-level presence in escalating complex issues to higher-level support or relevant departments as necessary and their problem solving.
• Resolving basic technical issues or collaborating with the product team and partners to improve customer satisfaction.
• Adhering to Service Level Agreements (SLA) regarding recovery of customer issues and meeting performance targets and KPIs set by the management team.
• Participated actively in planning, creating and maintaining documentation, knowledge base articles, and FAQs to help customers find solutions independently.
• Driven by teamwork and collaboration to deliver impactful results.
• Strong decision-making skills and effective self-leadership.
• Exceptional verbal and written communication abilities.

• Escalate issues and variances to relevant teams and managers according to defined processes and standards.
• Understand performance metrics and process requirements to drive business results in live environments.
• Analyze and detect exceptions to ensure smooth operations and identify areas for improvement.
• Meet productivity and quality targets within assigned deadlines.
• Contribute to process improvements to reduce handling time, enhance work efficiency, and optimize software tools.