Mayank Sharma Email & Phone Number

Meerut, Up, In

Bangalore

Bengaluru, Karnataka, India

As a Technical Support Engineer at Khoros, I serve as the primary point of contact for customers, delivering personalized technical support and swiftly resolving product and application issues. I have spearheaded the creation of a comprehensive knowledge base, resulting in reduction in repeat inquiries. Utilizing tools such as Salesforce, Live support, CRM tools, and Jira, I efficiently manage tickets and workflows, implementing automated processes that improved issue tracking. My proactive approach to identifying and addressing customer challenges has contributed to a 15% increase in customer satisfaction ratings. I also collaborate with cross-functional teams to enhance product functionality and provide mentorship to new team members, reducing their ramp-up time.

Banglore

At Einfochips, I delivered high-quality technical and application support as the initial point of contact for customers, ensuring exceptional customer experiences. My efforts enhanced ticket resolution efficiency through the proficient use of Zendesk, Live support, CRM tools, and Jira, and by creating detailed knowledge-base articles. I played a key role in the successful deployment of multiple production patches, resulting in a improvement in system stability and performance. My responsibilities also included conducting in-depth monitoring and troubleshooting of cloud infrastructure and technical issues , which led to a significant improvement in system uptime. Additionally, I strengthened client relationships by providing tailored support and leveraging my expertise in Microsoft Azure, Linux, and SaaS environments.