Experience

INDEX Holding

• United Arab Emirates
• Business Consulting and Services
• 1 - 100 Employee

• Application Support Engineer

  • Mar 2023 - Present

  • Replicate, understand and troubleshoot end-user technical / non-technical issues via Teams, email or Jira Tickets. • Provide restorative or maintenance actions to resolve end-user problems. • Manage customer escalations in accordance with agreed SLAs and support agreements • Maintain a high level of customer engagement and satisfaction • Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs. • Ability to Present complex technical information to non-technical audiences. • Track incidents and entering data timely and accurately into the Software. • Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams. • Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld. • Adapt to/learn new product enhancements quickly to include in training resources. • Handle a JIRA to manage customers' tickets. • Properly closed the ticket when the issue is resolved and the task assigned in the ticket has been completed. Show less



Healthwire

• Pakistan
• IT Services and IT Consulting
• 100 - 200 Employee

• Technical Support Specialist (Level 2)

  • Mar 2022 - Mar 2023

  • Provided advanced technical support to end-users through phone, email, and live chat • Resolved complex technical issues and escalated to higher support tiers when necessary • Mentored and trained junior support staff and provided technical guidance • Maintained accurate records of incidents and calls using helpdesk software • Monitored and tracked all escalations and work requests throughout the day • Coordinated with cross-functional teams to resolve technical issues and improve system functionality • Maintained high levels of customer engagement and satisfaction • Adapted to and learned new product enhancements to incorporate into training resources • Conducted root cause analysis to identify and resolve recurring issues • Assisted in the development of technical documentation, knowledge base articles, and training materials Show less



HAZTECH PVT LTD

• Islamabad, Islāmābād, Pakistan

• Application Support Specialist

  • Aug 2020 - Feb 2022

  • Provided technical support to end-users through phone, email, and live chat • Resolved technical issues and restored software functionality to end-users • Maintained accurate records of incidents and calls using helpdesk software • Monitored and tracked all escalations and work requests throughout the day • Coordinated with cross-functional teams to resolve technical issues and improve system functionality • Maintained high levels of customer engagement and satisfaction • Adapted to and learned new product enhancements to incorporate into training resources • Properly closed tickets once issues were resolved and assigned tasks were completed Show less