Application Support Engineer

• Nov 2021 - Present

• I’m responsible for Implementing and supporting SAAS (Call/Contact center application) on cloud and on-premises based on customers requirement to meet their needs.• Acts as a mentor and provide oversight, coaching, and training to new and existing technical support staff.• Clearly escalated issues that are unable to be resolved by my team to the OEM via Jira.• I handle demo presentations on requirement gatherings, solution designs and led physical and virtual trainings on new versions of software.• Actively involved with the operational delivery and UAT of the call/contact center solution for new/existing customers and staffs.• Implemented third party applications with the call/contact center application such as Freshdesk, Zoho Desk & CRM, Instaview, Microsoft Dynamics etc.• Reviewed technical support related processes and documentation for continuous improvement.• Created and implemented self-service materials and tools for customers, identified customer needs and sales opportunities.• Implemented any necessary preventive measures on negative trends to reduce customer faults and issues.• Prevented data loss with regular backups and sound disaster recovery processes.• I manage relationships with vendors and service providers and hold them to accountability and performance so customers can experience seamless service.• Recorded and tracked reports on SLAs and workflow for the support team.• Provided feedback loop to concerned departments and customers on resolved and in progress issues and incidents.• Set up products on ZOHO such as DESK, CRM, PEOPLE, RECRUIT, etc Show less

Customer Support Executive

• Nov 2020 - Nov 2021

• Received, acknowledged, and treated escalations from the customers Via telecommunication team (MTN) in an effective and efficient manner.• Escalated application related issues to concerned team by raising a ticket Via Zendesk.• Manage customers account Via Simplestream and confirmed customers streaming complex Via Youbora.• Ensured ticket resolution in accordance to SLA.• Kept network scalable to meet current and expected performance requirements.• Supported users with training, technical assistance and network improvements. Show less

Airtel Enterprise Support Executive (NOC)

• Jun 2020 - Nov 2020

• Informed/educated prospective customers on Airtel Enterprise Products and Services. (DIAs, Leased circuits, E1-PRI, Private APNs etc).• Managed more than 2,000 enterprise customers with over 100 fiber and wireless links, each including E1 PRI services. • Provided technical support via phone, email, and other available channels to customers.• Ensured issues are escalated appropriately, prompt sharing of updates/RCAs to customers and ensured customers’ satisfaction through compliance to SLA terms.• Preliminary troubleshooting to figure out root cause in instances of outages and other service faults and give adequate support.• Use of Net boss and PRTG to monitor clients’ services.• Preliminary troubleshooting to figure out root cause in instances of outages and other service faults and give adequate support.• Responsible for collating, processing, and obtaining access request for ISP customers who intend to visit Airtel POP sites for last Mile equipment maintenance or troubleshooting which is achieved by sending the collated request to the Area Technical Officer (ATO) in charge of the site for approval Show less

Customer Service Representative (Multichoice)

• Feb 2019 - Jun 2020

• Resolved products or services issues by clarifying customers’ complaints by determining the cause of the issue and offered the best means of resolution. • Recommended potential products or services to management by collecting and analysing customers’ information.• Contributed to team lead effort by accomplishing related results as needed.• Persuaded the customer to buy by demonstrating how merchandise or services meet their needs.• Cold call people using a given phone directory to sell products or solicit donations. Show less

Finance Officer

• Feb 2016 - Sep 2017