MOHAMMAD AQUIB ANIS
Pune
Summary
Qualified Advanced Technical Support Specialist with 4 years of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Coupa Software Inc
12.2022 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Providing technical assistance and support to the valuable customers/clients, ensuring their issues are addressed in a timely and professional manner.
- Investigating and diagnosing reported issues to determine the root cause and providing appropriate solutions or workarounds.
- Collaborating with cross-functional teams, to resolve complex issues and bugs reported by customers.
- Based on the issue, scripts are executed if needed.
- Effectively communicating with customers to gather additional information, provide updates on issue resolution progress, and explain technical concepts in a clear and concise manner. This may involve email, phone calls or virtual meetings.
- Documenting known issues, troubleshooting steps, and resolutions in the internal knowledge base to build a repository of technical solutions.
- Staying up to date with the latest product features, enhancements to provide accurate and relevant support to the customers.
- Working on custom SLA tickets and providing RCA's for the major
Executive
Vodafone UK
06.2022 - 11 2022
- As webchat technical agent, main responsibility is to resolve technical queries like network, billing and roaming issues of customer.
- Troubleshooting outlook and Ms teams related issues of team.
- Coordinating with Linux administrators on adding and deleting of user accounts and other tasks.
- Manage over 40 chats per day.
- Worked flexible hours; night, weekend, and holiday shifts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Technical Process Executive
Infosys BPM
02.2021 - 05.2022
- To Provide 1st level Customer Support, Service restoration, fulfillment of service request and advice to Users ensuring maximum availability, performance and utilization of Knowledge
- To provide 1st major analysis of issues and inputs for Incident, Change and problem management
- Communicating with customers over live chats and web tickets.
- Providing training on ServiceNow and other ticketing tools to newly joined executives.
- Providing recommendations for procedural improvements.
Education
Master of Arts - Travel And Tourism Management
Benaras Hindu University
12.2020
Bachelor of Arts - English Hons
A.N College
08.2017
Skills
- Interpersonal Skills
- Active Listening
- Attention to detail
- Commitment to Service and Quality
- Creative Thinking
- Team Building
- Self-Motivated
- Strong Client Relationship Management Skills
- Ticketing Tools : ServiceNow, CISM, Halo, Salesforce
- Technical Skills : Ms Office Skills, Linux , SQL, API
Timeline
Technical Support Specialist
Coupa Software Inc
12.2022 - Current
Executive
Vodafone UK
06.2022 - 11 2022
Technical Process Executive
Infosys BPM
02.2021 - 05.2022
Master of Arts - Travel And Tourism Management
Benaras Hindu University
Bachelor of Arts - English Hons
A.N College
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