Shalini Sahani
Technical Support Analyst | Customer Experience Specialist | AI & Creative Tech Enthusiast
- Role
- Technical Trainee at Side
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Shalini Sahani
Results-driven Technical Analyst with over 6+ years of experience in customer support, technical troubleshooting, and escalation management across telecom and international service environments. Skilled in resolving complex technical issues, managing high-priority cases, and delivering seamless customer experiences through email, chat, and cross-functional collaboration. Proficient in tools like Jira, Confluence, and MS Office for case tracking and reporting. Known for strong analytical thinking, problem-solving abilities, and a proactive approach to improving service quality and operational efficiency.
Experience
Technical Trainee
Jun 2022 — Present · Hyderabad, IN
Worked as a Technical Analyst at Side International (formerly Pole To Win), specializing in resolving technical issues for non-gaming users through structured email support. Managed escalated and complex cases while collaborating with Tier 2 and cross-functional teams to ensure timely and effective resolutions. Utilized Jira and Confluence for case tracking and documentation, and applied Microsoft Word, Excel, and PowerPoint for reporting and analysis. Demonstrated strong analytical thinking, problem-solving abilities, and a proactive approach to enhancing overall customer experience.
Education
Amity University Online
Bachelor of Business Administration - BBA, Business Administration and Management, General
INIFD Institute
Diploma of Education, Fashion/Apparel Design
2023 — 2025
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