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Anshuman Pandey

@anshumanpandey4

Technical Support Specialist at Zapier who built Zikipedia and tools that make team knowledge and live operational metrics easier to access.

India

Message

At Zapier, I support users and enterprise customers with complex automation workflows involving APIs, webhooks, authentication, and AI-powered automation. I investigate issues from initial reproduction and root-cause analysis through technical resolution, working with Engineering, Product, and Customer Success when needed.

I built Zikipedia, an internal knowledge and documentation system, along with an Impact Measurement Dashboard and a Chat Metrics Extension that surfaces live operational metrics inside Zendesk. I also improved Chat QA performance from approximately 94% to 99.7% while handling increasingly complex customer conversations.

Before Zapier, I provided technical customer support at Amazon Web Services (AWS), where I resolved customer cases across billing, compliance, and cloud platform processes. Earlier, at Reliance Retail Limited, I managed store operations, including P&L and inventory through SAP.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Zapier

May 2025 - Present (1 year 4 months)

Support Zapier users and enterprise customers with complex automation, integrations, APIs, webhooks, authentication, rate limits, polling, multi-step workflows, and AI-powered automation. Maintained 95%+ quality across 1,100+ reviewed customer interactions and achieved 100% controllable CSAT in H1 2026.

API Troubleshooting Webhooks Authentication Rate Limits Polling AI Automation Zendesk Cursor MCP tools Automation Workflows Root Cause Analysis Cross Functional Collaboration Knowledge Management Process Improvement

Customer Service Technical Support

Amazon Web Services (AWS)

Aug 2022 - Apr 2025 (2 years 8 months)

Provided technical customer support across AWS billing, taxation, invoicing, payments, compliance, account operations, and cloud platform processes. Resolved 550+ customer cases, achieved 98.5% Positive Response Rate in FY2024, and developed an award-winning process improvement reducing manual effort by 1,000+ hours annually.

AWS Technical Troubleshooting Root Cause Analysis Customer Support SLA Management Escalation Management SOP Development Knowledge Management Mentorship Process Improvement

Retail Operations Manager

Reliance Retail Limited

Jun 2021 - Jul 2022 (1 year 1 month)

Managed day-to-day store operations, customer experience, sales performance, inventory, staff coordination, vendor management, compliance, and financial performance. Achieved quarterly sales targets, generating approximately ₹8.6M in revenue and increased average ticket size by approximately 40%.