Technical Support

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Summary

WORK EXPERIENCE
Technical Support Specialist / Email Pod(Cases) Dec 2021 C.E
Motive formerly Keeptrukin (Lahore, PK)
Providing voice technical support for product onboarding, device troubleshooting, and account maintenance for US-based clients.
Providing email technical support for product onboarding, device troubleshooting, and account maintenance for US-based clients.
Providing support on internal support slack channels 'Customer Success' and 'Support Leads'.
Handling customer technical support cases through phone and email submission
Evaluating system potential through assessing compatibility of new programs with existing programs
Improving existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations
Maintain client confidence by keeping their information confidential
Preparing reference material for users by drafting operation instructions
Providing support with Real Time monitoring of inbound calls with Workforce management whenever needed by the WFM team.
Customer Service Specialist /QA Manager/Team Lead Jan 2020 Dec 2021 Abacus Consulting (Lahore, PK)
Provides customer service in a timely manner via several means which include email, face-to-face interaction, telephone, and live chat.
Acts as a liaison between customers and management in order to enhance the overall customer experience.
Analyzes complaints from customers and provides adequate resolutions.
Tracks proposed resolutions and follow up with customers in a timely
Point of contact with the customer Managing Escalation processes and solving conflicts within the team Participates in the design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the site management team.
Uses quality monitoring data management system to compile and track performance at team and individual levels.Coordinate and facilitate call calibration sessions
Provide feedback to managers
Prepare and analyze internal and external quality reports for management staff review
Perform other quality or process-related project tasks as assigned
Performs monitors of customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review. Perform other duties as assigned

Expectations

I'm looking for a permanent role with job security and growth and if I'm hired I will bring the maximum value to the organization along with my skills and expertise in the information technology industry.