Anuj Gupta

Operations Associate

Noida, Uttar Pradesh, India9 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in SLA and Customer Account Management.
Proven track record in team leadership and support escalation.
Strong background in SAAS-based environments.

Stackforce AI infers this person is a SaaS Technical Support Specialist with strong management and customer relationship skills.

Contact

Skills

Core Skills

Customer SupportTeam ManagementTechnical Support

Other Skills

AJAXBootstrapCSS3Cascading Style Sheets (CSS)ConfluenceCustomer Account ManagementCustomer Health ScoreCustomer Support Ticket Escalation ManagementDocumentationDrupalEPiServerEscalated Support ManagementGitHTML5JIRA

About

Experienced Senior Technical Support Engineer with almost 8 years of expertise in the IT industry, specializing in SLA Management, Customer Account Management, Customer Support Ticket Escalation Management and People Management. Currently serving as a Senior Technical Support lead and Account Manager at Eightfold. A creative problem solver dedicated to finding optimal solutions. Through my experience working in SAAS-based start-up environments, I have gained valuable expertise in developing and implementing effective strategies.

Experience

Eightfold ai

5 roles

Manager

Promoted

Oct 2025 – Present · 5 mos

Lead Product Solutions Expert

Mar 2025 – Oct 2025 · 7 mos

Lead Technical Support Engineer

Promoted

Feb 2024 – Mar 2025 · 1 yr 1 mo

Senior Technical Support Engineer II

Feb 2023 – Feb 2024 · 1 yr

Handling a team of 6 people and responsible bringing their support queues to a better state of count and closure. Accountable for handling a wide range of critical support cases, including P1 and P0 issues. In the event of incidents or escalations, I take responsibility for providing clients with root cause analysis (RCA) documentation.
Ability to build & manage strong customer relationships. Strong understanding of the importance of building a strong team and developing positive relationships among team members.
As an account manager , I am responsible for handling major accounts. My role involves addressing their product-related concerns, conducting weekly training sessions for the client, and providing overall support and responsible for improving overall NPS (Net promoter score) of the client.
Accountable for maintain the CHS ( Customer Health Score ) for the major accounts.
Responsible for creating and updating documentation and confluence articles for the team processes and provide regular trainings to the team.
Responsible for accessing tickets from the salesforce portal, assigning them to the team after determining the urgency of each issue, and keeping track of the JIRA tickets that the team has raised for the engineering team. Accountable for sending weekly reports to management about the support queue health of every support agent.
Responsible for investigating and fixing any product-related customer problems. Has experience of integrating many ATS systems with the Eightfold platform, including SuccessFactors, Workday, and Oracle. I constantly check the diagnostics of the data and work closely with the data platform team to ensure that the data sync is functioning properly. Handling the data of millions of candidate profiles.

SLA ManagementCustomer Account ManagementCustomer Support Ticket Escalation ManagementPeople ManagementRoot Cause AnalysisDocumentation+5

Senior Technical Support Engineer

Oct 2021 – Feb 2023 · 1 yr 4 mos

Narvar

2 roles

Technical Support Specialist III

Promoted

Jan 2021 – Oct 2021 · 9 mos

Handled a variety of escalated support cases, pertaining to different products and programs, and utilized various tools to carry out tasks and research for customers.
Managed a team of 4 L1 and L2 engineers, responsible for retrieving tickets from the Zendesk portal, analyzing the severity of each issue, and assigning them to the team members accordingly.
Fostered and maintained strong business relationships with customers and domestic teams. Effectively communicated with clients via email and phone calls daily, promptly providing resolutions tailored to their requirements.
Developed website layouts using HTML5, CSS3, Bootstrap, JavaScript, RWD, and implemented creative updates as requested by clients to modify or add features to their websites and Implemented code fixes and configuration changes whenever necessary.
Analyzed order data and investigated various issues such as incorrect EDD display, inaccurate carrier scans, and initiation problems with returns. Created JIRA tickets and collaborated with the engineering team as needed.
Conducted training for team members through direct mail and phone call programs. Created and updated documentation and confluence articles to enhance team processes.
Prepared root cause analysis (RCA) documents and furnished comprehensive details to clients in the event of escalations and incidents.
Managed and monitored returns and order data logs for over 800 clients daily, proactively reaching out to clients to address any issues.
Adapted to working in different time zones, including EMEA, EST, and PST shifts.