Diksha Sharma
Punjab
Summary
Experienced Technical Support Consultant skilled in incident management, application troubleshooting, and overseeing SLAs. Known for consistently surpassing expectations through strong problem-solving abilities and effective communication. Collaborative mindset drives customer satisfaction.
Overview
3
3
years of professional experience
Work History
TECHNICAL SUPPORT CONSULTANT, L2
Basware
Chandigarh
01.2024 - Current
- Provide product-related technical assistance in a highly motivated global
specialist team supporting all Basware countries. - Provide timely and regular communication to Basware customers, according to
the Case management model. - Analyze confirmed defects to determine the breadth of the issue and test all
defect fixes. Logging and documenting bugs/defects in JIRA for the R&D team to
fix in future releases. - Contribute to the client-facing online knowledge base on a regular basis with
up-to-date solutions and knowledge articles in Confluence. - Ensuring complete adherence to SLAs for all operations.
- Collaborated with cross-functional teams to effectively manage incidents.
- Skilled in troubleshooting problems, performing data analysis, and delivering advanced software education to clients.
ASSOCIATE SUPPORT CONSULTANT
Basware
Chandigarh
04.2022 - 01.2024
- Resolved customer inquiries via phone, email, and chat regarding product use, configuration, and customization.
- Provided training to new hires and educated them on various products.
- Managed international voice and chat support for clients in Europe, APAC, and the US.
- Observed and suggested improvements over various articles and analyzed bugs in applications.
- Working with XML to verify the mapping & correct outputs. Monitoring the flow of
documents with the help of Splunk. - Working with SQL & fetching requested data as per customer needs.
- Monitoring of service disruption & reporting to the responsible team.
Education
Bachelor of Engineering - Computer Science
DAV University
Jalandhar06-2020
Skills
- Issue Troubleshooting
- Technical Support
- Splunk
- SQL
- XML
- JIRA Confluence
- Ticket Management
- Networking
- API's
- Communication
- Training and Mentoring
Accomplishments
- Received employee of the month certification thrice as appreciation from
management. - Received Thankyou award and positive factor every quarter for showing quality
work
Timeline
TECHNICAL SUPPORT CONSULTANT, L2
Basware
01.2024 - Current
ASSOCIATE SUPPORT CONSULTANT
Basware
04.2022 - 01.2024
Bachelor of Engineering - Computer Science
DAV University
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