Hassam Abbasi
Islamabad
Summary
Results-driven Customer Solutions and Technical Support Professional with over 5 years in enterprise-level SaaS accounting and business management software. Specializes in resolving complex technical issues, enhancing customer outcomes through collaboration with engineering and customer success teams. Experienced in tier 1 to tier 3 support, quality assurance, and process improvement, with a focus on troubleshooting SQL Server environments and managing high-priority issues.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Cloudelligent
Islamabad
2025.02 - Current
- Provided Tier 1, Tier 2, and Tier 3 technical support for legal accounting software, resolving complex software, accounting, database, and integration issues for law firms across cloud-hosted and on-premises environments.
- Troubleshot SQL Server–related issues, reporting discrepancies, and third-party integrations, ensuring accurate financial data and reliable system performance.
- Collaborated closely with software developers, data teams, and technical operations to investigate defects, identify root causes, and drive timely resolutions for product issues.
- Managed high-priority customer escalations, delivering tailored solutions and workarounds for complex business and accounting requirements.
- Diagnosed and resolved issues related to financial reporting, data synchronization, billing workflows, and system configurations, helping firms maintain operational efficiency.
- Conducted product training sessions and created knowledge-sharing resources to improve team expertise, reduce resolution times, and enhance customer satisfaction.
- Worked cross-functionally with Customer Success, Implementation, Product, and Engineering teams to improve support processes and customer experience.
Support Quality Control Specialist
WellnessLiving
Islamabad
2024.02 - 2025.01
- Troubleshot complex customer support issues, providing timely interim solutions and ensuring customer satisfaction.
- Collaborated with engineering teams to report bugs, track progress, and suggest software improvements to enhance user experience.
- Worked closely with the onboarding and retention teams to customize business setups and recommend features aligned with customer needs.
- Utilized Atlassian Jira, Intercom, and Zoho for efficient issue tracking, customer communication, and process management.
- Assisted in streamlining workflows and improving support processes to optimize customer support.
Team Lead Customer Support
WellnessLiving
Islamabad
2021.07 - 2024.02
- Led team of five to six Customer Success Specialists, training on new processes and aligning with productivity expectations.
- Perform QA evaluations of team members, conduct coaching sessions and devise action plans for team members on a regular basis.
- Evaluated team members' customer handling and technical skills monthly, creating targeted action plans for skill improvement.
- Facilitated training sessions and conducted interviews for hiring Customer Success Specialists to strengthen team capabilities.
- Conduct Weekly meetings to discuss new processes and/or share team's productivity and statistics.
- Active part of departmental meetings where the implementation of technical and operational processes is discussed.
Senior Customer Support Specialist
WellnessLiving
Islamabad
2021.02 - 2021.07
- Proficiently managing escalated and key customer interactions, with a focus on retention efforts.
- Conducting assessments of assigned Customer Success Specialists, evaluating their customer handling and technical skills.
- Initiating suggestions for improvements and critical missing features to enhance product functionality, collaborating with the Product team.
- Addressing advanced customer queries and ensuring a commitment to excellence in customer service.
Customer Support Specialist
WellnessLiving
Islamabad
2020.09 - 2021.02
- Delivered technical support to B2B customers globally, addressing inquiries and resolving issues via incoming calls to improve customer experience.
- Collaborated with various departments to ensure accurate and satisfactory resolution of customer inquiries, enhancing overall service quality.
- Facilitated communication channels between departments to improve responsiveness and customer satisfaction.
- Collecting and conveying valuable customer feedback, reported bugs, and improvement requests to the Product/Engineering team.
Education
Bachelors - Business Administration
Bahria University
Islamabad2020-01
GCE Advanced Level -
Asas Internation Academy
Islamabad, Pakistan2014-01
GCE O Levels -
The City School
Islamabad, Pakistan2011-01
Skills
- Customer relationship management
- Customer needs analysis
- Technical support
- Technical troubleshooting
- Support tools expertise
- Conflict resolution
- Cross-department collaboration
- Communication and presentation skills
- Time adaptability
Languages
English, Proficient
Timeline
Customer Support Specialist
Cloudelligent
2025.02 - Current
Support Quality Control Specialist
WellnessLiving
2024.02 - 2025.01
Team Lead Customer Support
WellnessLiving
2021.07 - 2024.02
Senior Customer Support Specialist
WellnessLiving
2021.02 - 2021.07
Customer Support Specialist
WellnessLiving
2020.09 - 2021.02
Bachelors - Business Administration
Bahria University
GCE Advanced Level -
Asas Internation Academy
GCE O Levels -
The City School