Muhammad Danish

Technical Customer Support Engineer

ValueFirst Messaging Pvt. Ltd.

08.2009 - 01.2025

Provided technical support to end users on priority software and applications, including installation, basic usage, and appropriate service level to warranty
Coordinated with external support services to resolve complex technical problems that required specialized expertise
Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime
Tailored support and advice to non-technical users, enabling them to utilize technology more effectively and confidently
Manage approx. 25 to 30 complaints/calls from customer daily.
Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing
Trained staff in the use of new technologies and software, enhancing team capabilities and improving workflow efficiency
Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
Helped customers set up new systems, applications and software
Provided clear and concise step-by-step technical support to guide clients
Logged and completed reports to submit technical details to management
Used remote access to navigate and link to customer computers
Conducted tactical troubleshooting to identify faults
Resolved service user requests within target time frames
Followed user guides and technical manuals to complete skilled repairs
Educated service users on new software updates and system capabilities
Software deployment and database integration
Communicate with Operators regarding connectivity issues
Handling and providing support/Live training to handle the client's query with proper solution
Traveling to client sites to help with deployment and troubleshooting