Mohammed Zahoor Hussain
Hyderabad
Summary
Support Operations Analyst offers technical expertise in resolving customer impacting issues across Digital, Device, Alexa and Content ecosystem and use analytics to mitigate future tickets. Professional possesses extensive knowledge and keeps constantly updated on changes in the field to remain current. Offers six plus years of experience in customer service skills.
Overview
10
10
years of professional experience
Work History
Process Specialist – Interim
- Manages customer issue ticketing queue and SLAs, providing root-cause analysis and solutions
- Supports testing and launch of new tools and processes within the Customer Service workflow service
- Provides feedback to Digital & Device Knowledge Management and developer teams
- Assists in identifying knowledge gaps within CS and works within the Digital & Devices organization
- Conducts training for owned Product Lines, monitors ticket queue, and conducts deep dives for D-Team goal metrics
- Partners with Quality team and aligned Product Line Managers for refreshers on PL topics
- Routes Sev2s, Auto cuts, and Dev tickets to the appropriate resolver groups
- Acts as SME and clears doubts during working hours for team
- Partners with Digital & Device Command Center (D2C2) on identifying issues and tracking known bugs
- Identifies potential high severity tickets based on ticket trends
- Partners with Product Managers to support launches and track issues specific to the launch
- Assists with Photon transition related tasks.
Support Operations Analyst
Amazon Development Centre
Hyderabad
01.2022 - Current
- Actively managing a customer issue ticketing queue and Service Level Agreement (SLAs) and provide root-cause analysis and solution for customer reported issues for multi-platform devices and content worldwide
- Support the testing and launch of new tools and processes within the Customer Service workflow service
- Experience in providing feedback to the Digital, Device and Alexa Knowledge Management and developer teams with recommendations
- Capability to assist in identifying knowledge gaps within CS and work within the Digital, Devices & Alexa organization to bridge the gap, specifically for ticketing issues while working on opportunities to eliminate tickets
- Experience to partner with Digital & Device Command Center (D2C2) on identifying systemic issues or tracking known bugs and report prioritized list based on impact
- Capability of identifying potential high severity tickets based on ticket trends
- Good writing and communication skills
- Experience with MS Office and CSC customer service tool set.
Sr. Technical Support Associate
Amazon Development Centre
Hyderabad
01.2016 - 01.2022
- As an SME, provided assistance to the new and interim level associates
- Provide online support to customers experiencing technical issues with quality step-by-step troubleshooting instructions to resolve problems
- Monitored technical team contacts to ensure maintenance of technical skills and good customer service
- Identified problem areas and implemented all necessary feedback
- Demonstrating excellent time management skills and the ability to work independently
- Working with associates and customers to understand how they use applications and digital services, and providing valuable feedback to business and development teams
- Help associates route the issues to concerned stakeholders in resolving the issues whenever required.
Technical Support Associate
Knoah Solutions Pvt. Ltd.
Hyderabad
01.2014 - 01.2016
- Part of E-support Team, Resolving the Customers problem related to the Complete Internet (Routers configurations, Wi-Fi hotspot Issues etc.,) Email, Cable TV and Phone Issues
- Handling inbound chats from US clients on technical issues with TWC
- Handling all troubleshooting chats of Broadband and Home Networking connections issues with FTR
- Configuring Wireless routers & Modems for Home Networking Internet Access
- TWC Email configuration on all programs of Windows and Mac OS and on iPhone/iPad or Android Smart Phones
- Guiding the customers to fix SMTP, POP server and IMAP server issues to send and receive email in any Email Client
- Up sell of Value added services on Chats with maintaining AHT and C-Sat parameters
- Creation and implementations of ACLs on the routers and firewalls: End to End configuration and management of ACLs
- Troubleshooting Cable TV and Phone Issues with Instant Resolution.
Content Proofreader
Digital Nirvana Information Systems
Hyderabad
- 11.2014
- Content Editing and correcting English Essays of Japanese Students.
Education
Bachelor in Technology -
JNTU
Skills
- Subject Matter Expert
- Strong technology skills
- Provides consistent leadership
- Good motivator
- Monitors technical support staff
- Customer Service
- Oracle DBA
- Oracle 11g-SQL
- Linux
- Windows
- Microsoft Office Tools
Personal Information
Title: Support Operations Analyst
Timeline
Support Operations Analyst
Amazon Development Centre
01.2022 - Current
Sr. Technical Support Associate
Amazon Development Centre
01.2016 - 01.2022
Technical Support Associate
Knoah Solutions Pvt. Ltd.
01.2014 - 01.2016
Process Specialist – Interim
Content Proofreader
Digital Nirvana Information Systems
- 11.2014
Bachelor in Technology -
JNTU