Overview
Work History
Education
Skills
Software
Timeline
Generic

Nafeesa Ahmed

Technical Support Engineer, Tier 2
Islamabad,PB

Overview

3
3
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

Technical Support Engineer - Tier 2

KeepTruckin
Islamabad
03.2021 - Current
  • Analyzing technical issues related to front-end/mobile application/software, identify required changes to underlying data/processes and how to apply them with minimal user disruption
  • Identifying root cause of errors/bugs by utilizing available data and tools by tracing the origin of data inconsistencies and bugs - collaborate with back-end engineers when required
  • Utilize tools such as Looker or Redash to modify erroneous user/driver's data for resolving support issues
  • JIRA service ticket escalations to tier 3 engineers.
  • Coaching and mentoring 2-4 junior tier 2 engineers.
  • Performing according to set KPIs/SLAs, achieving 90% MBO and 95% CSAT

Technical Support Specialist

KeepTruckin
Islamabad
12.2019 - 03.2021


  • Provided customer support via phone, email and chat - product usability, navigation and compliance
  • Diagnosing, troubleshooting, escalating & follow-up to ensure on-time resolution
  • Performing as per set SLAs / KPIs - maintained 98% CSAT / 99% QA
  • Up-selling to existing customers

Sales Executive

Digital Global Services (TRG)
Lahore
09.2018 - 10.2019
  • Worked on multiple telecommunication and home security campaigns including Spectrum, Comcast, Cox, HughesNet, Vivint and ADT
  • Probed opportunities and persuaded existing & new customers to generate quality leads and closing sales by using creative pitches & rapport building for an excellent customer experience.
  • Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.

Education

Bachelors - Business Administration And Management

Fatima Jinnah Women University
09.2019 - Current

Skills

Analytical Skills

undefined

Software

MS Office, Google suite

Salesforce, OMNI

JIRA, Looker, Redash

Slack, Zoom

Timeline

Technical Support Engineer - Tier 2

KeepTruckin
03.2021 - Current

Technical Support Specialist

KeepTruckin
12.2019 - 03.2021

Bachelors - Business Administration And Management

Fatima Jinnah Women University
09.2019 - Current

Sales Executive

Digital Global Services (TRG)
09.2018 - 10.2019

Similar Profiles

CREATE PROFILE
Nafeesa AhmedTechnical Support Engineer, Tier 2