Summary
Overview
Work History
Education
Skills
Interests
Software
Timeline
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Nouman Azhar

Nouman Azhar

Technical Support
Islamabad

Summary

Seasoned Customer Care professional with can-do approach, ability to accept the challenges to bring things on the right track. Strive hard to make the impossible things possible by utilizing one of the key elements of a strong follow-up nature. Deadline oriented, capable of achieving milestones by setting own targets, and to work as a team player under high & stressful conditions in order to meet the company's goal.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist

SweedPos
02.2024 - Current
  • Assisted users and enterprise clients via Intercom, diagnosing and resolving technical issues efficiently.
  • Prioritized tickets based on the nature of the issue and its impact on business operations.
  • Provided remote support for hardware-related issues, including label printers, receipt printers, and scales associated with print services.
  • Utilized remote tools to troubleshoot and resolve software and hardware issues effectively.
  • Collaborated with the support team to reproduce bugs, identify root causes, and clarify expected system behavior.
  • Documented solutions, provided knowledge base updates, and ensured users had access to clear troubleshooting steps.
  • Assisted in implementing system upgrades and updates, ensuring smooth transitions with minimal disruption.
  • Maintained a high level of customer satisfaction by offering timely and effective technical support.
  • Followed up with clients to ensure all technical inquiries were resolved to their satisfaction and identified opportunities for improvement.
  • Analyzed user feedback to identify recurring technical issues and collaborate with development teams to implement effective solutions.

Technical Support Specialist

PayActiv, Inc.
05.2022 - 02.2024
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Resolved 40-50 technical support inquiries per day

Customer Service Specialist

Tribe Consulting
05.2021 - 05.2022
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Client Support Representative

Karvel Consulting
04.2019 - 02.2021
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Developed summaries to assess each client's participation level and determine targets for follow-up plans.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Provided accurate information about promotions, customer programs and products, helping drive high client retention.

Client Service Specialist

MTBC, Inc.
01.2019 - 03.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Communicated with clients regarding account services, statements, and balances.
  • Utilized active listening skills to identify client needs and provide appropriate solutions.

Education

BBA -

National University of Modern Languages
Islamabad
04.2001 -

Skills

Technical Troubleshooting

Customer Experience Management

Technical Support

User Support

Technical issues analysis

Account management

Complaint resolution

Issue troubleshooting

SQL

Interests

Psychology
ESports
Volunteer Work

Software

Intercom

JIRA

Confluence Cloud

Asana

ClickUp

Miro

Slack

Salesforce

Google WorkSpace

ConnectWise

PagerDuty

Notion

Timeline

Technical Support Specialist

SweedPos
02.2024 - Current

Technical Support Specialist

PayActiv, Inc.
05.2022 - 02.2024

Customer Service Specialist

Tribe Consulting
05.2021 - 05.2022

Client Support Representative

Karvel Consulting
04.2019 - 02.2021

Client Service Specialist

MTBC, Inc.
01.2019 - 03.2019

BBA -

National University of Modern Languages
04.2001 -

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Nouman AzharTechnical Support