Ola Jamal Othman

Second Level Technical SupportFull Time

• Job Details:Managed a successful on-boarding experience for new customers by working to determine how to best utilize features and functionality to best serve the customer's usage of Vodafone's Home Broadband and Android TV services. Diagnosed, troubleshot, and worked to resolve service and network issues. Answered incoming customer support calls and created detailed incidents and tickets to track and resolve technical and network issues. Worked with the rest of the IT department on upgrades, provisioning and software roll-outs. Provided exceptional computer and technology support. Installed and configured software and hardware for end users. Performed remote troubleshooting using diagnostic techniques and relevant questions. Worked with customers to determine and implement the best solutions for their issues. Provided accurate information on IT products and services. Identified and suggested helpful improvements in procedures. Performed follow-up calls and visits and updated customer statuses and information. Installed and configured modems and android TV services.

First Level Technical SupportFull Time

• Job Details:Handling technical queries and resolving technical faults for home broadband services Handling complaints and providing satisfactory resolution Raising tickets to second level technical team for faults and technical issues

Quality CoachFull Time

• Job Details:Handled: ● NPS (Net Promoter Score) Analysis and Feedback for customer care and technical support agents ● FCR (First Call Resolution) Analysis and Feedback for customer care and technical support agents ● Quality coaching, Analysis, and Feedback for customer care and technical support agents