Gaurav Goyal
Chandigarh
Summary
Customer-focused Technical Support Consultant with 2.5 years of experience providing high-quality technical assistance and resolving complex challenges effectively. Skilled in managing SLAs and delivering solutions that exceed expectations. Known for problem-solving skills, clear communication, and collaborative approach to enhance customer satisfaction.
Overview
2
2
years of professional experience
Work History
Technical Support Consultant, L2
Basware
Chandigarh
09.2023 - Current
- Provide product-related technical assistance in a highly motivated global specialist team supporting all Basware countries.
- Skilled in troubleshooting problems, performing data analysis, and delivering advanced software education to clients.
- 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.
- Diagnose complex and critical technical issues effectively and efficiently. Built and maintained strong client relationships through exceptional communication skills and professionalism, resulting in increased trust and loyalty.
- Collaborated with cross-functional teams to effectively manage incidents.
Associate Support Consultant
Basware
Chandigarh
04.2022 - 09.2023
- Resolved customer issues through ticketing, telephone, and remote sessions while also managing queues.
- Monitored Aged Tickets, guiding consultants to take appropriate action.
- Collaborated closely with CSMs to identify and facilitate change requests in alignment with business needs.
- Worked closely with a diverse team of 30 individuals to successfully complete daily responsibilities encompassing incident reporting, task delegation, and timely ticket resolution in adherence to SLA guidelines.
- Provided training to new hires and educated them on various products.
- Working with SQL & fetching requested data as per customer needs. Monitoring of service disruption & reporting to the responsible team.
- Discuss the major issues with SLMs for improvement and finding patterns of similar cases.
- Working with XML to verify the mapping & correct outputs. Monitoring the flow of documents with the help of Splunk.
Education
Bachelor of Engineering - Computer Science
Chandigarh University
Chandigarh06-2021
Skills
- Incident Management
- Issue Troubleshooting
- Technical Support
- JIRA Confluence
- Service Now
- My Sql
- Splunk
- APIs
- Networking
- XML
- Training and mentoring
- Effective Communication
Accomplishments
- Received employee of the month certification thrice as appreciation from management.
- Received Thankyou award and positive factor every quarter for showing quality work
- Received Customer whisperer award year 2023
Timeline
Technical Support Consultant, L2
Basware
09.2023 - Current
Associate Support Consultant
Basware
04.2022 - 09.2023
Bachelor of Engineering - Computer Science
Chandigarh University
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