Varun Sharma

Product Support Specialist - Wisetech Global - Bengaluru

(2024-04 - 2026-06)

Managed customer-reported product issues and support requests from initial ticket creation through investigation, resolution and closure.
Used Salesforce, ServiceNow and Jira to manage cases, incidents, escalations, customer updates and resolution status.
Investigated product and application issues by reviewing transaction details, system information and error records to identify likely causes.
Worked with Product, Engineering and QA teams to troubleshoot customer issues, reproduce defects, validate fixes and drive timely resolution.
Maintained 95%+ SLA compliance while supporting customer requests and high-priority production incidents.
Managed approximately 50+ P1/P2 incidents annually, prioritizing issues based on customer impact and business urgency.
Communicated clear status updates, workarounds and next steps to customers and internal stakeholders throughout the support lifecycle.
Identified recurring customer issues and shared product feedback with Product teams to improve functionality, usability and customer experience.
Supported UAT and validation of product fixes and enhancements before release.
Created troubleshooting guides, resolution notes and knowledge documentation to improve consistency and reduce repeat issues.
Reviewed support trends and recurring incidents to identify process improvements and opportunities for better customer experience.

Technical Analyst - Blume Global (Acquired by Wisetech) - Bengaluru

(2021-08 - 2024-03)

Supported 20+ enterprise customer accounts, handling product issues, operational requests, billing-related issues and customer escalations.
Managed customer tickets and incidents using Salesforce and ServiceNow, ensuring cases were categorized, prioritized, updated and closed appropriately.
Took ownership of customer escalations and coordinated with internal teams until the issue was resolved or a suitable workaround was provided.
Investigated product, transaction and application issues and worked with technical teams to identify root causes and corrective actions.
Led incident discussions and provided timely status updates to customers, business teams and leadership during high-priority issues.
Followed up on open tickets and action items to ensure customer-impacting issues had clear ownership and next steps.
Documented customer interactions, troubleshooting activities, resolutions and workarounds for future reference and knowledge sharing.
Monitored recurring support issues and recommended process improvements to reduce repeat incidents.
Built reports and dashboards to monitor operational performance, service levels, transaction volumes and recurring issues.
Automated repetitive monitoring and operational activities, reducing manual effort by approximately 30%.

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