Shruthi Priya

I’m a highly motivated support professional with 5.5 years of experience as a Process Associate and Customer Support Analyst. I currently serve as a Customer Support Representative (Social Media / Tier 2 Support), where I act as the primary Tier 2 escalation point for complex application, payment, and user access issues.

I focus on incident and escalation management with strict SLA and AHT metrics, ensuring high-priority tickets and emails are resolved quickly and accurately. I also perform deep research across multiple systems and lead detailed Root Cause Analysis (RCA) for recurring and high-impact issues, recommending preventive measures and system improvements.

Security and reliability are central to how I work: I investigate and secure compromised user accounts and channels, performing Tier 2 validation of Tier 1 actions to identify process gaps. I proactively monitor alerts and logs to identify and mitigate potential issues before they impact users.

I’m equally strong in enablement and collaboration—I create and maintain Knowledge Base (KB) articles, troubleshooting guides, and Standard Operating Procedures (SOPs) for internal teams and customers. I partner closely with Engineering, Product, and Infrastructure teams, and I lead training for new ramp admins to strengthen operational consistency.