Skills
Technical Troubleshooting (Hardware, Software, SaaS)
Customer Relationship Management (CRM tools: Zendesk, Salesforce, Freshdesk)
Ticketing & Case Management
Multichannel Support (Phone, Email, Chat, Live Support)
Escalation & Conflict Resolution
Knowledge Base Creation & Documentation
Service Level Agreements (SLA) Adherence
Product Training & Onboarding Support
Communication & Active Listening
Problem-Solving & Critical Thinking
Time Management & Prioritization
Team Collaboration & Cross-Functional Support
About
Delivered technical and non-technical support to a customer base of over 20 clients via phone, email, and live chat.
Resolved 95% of support tickets within SLA by diagnosing software, hardware, and connectivity issues.
Assisted in creating a self-service knowledge base that reduced repetitive inquiries by 30%.
Collaborated with engineering teams to escalate and resolve complex issues, reducing average resolution time by 20%.
Profile Photo
