Zaina Wael Rashed

Technical Support AgentFull Time

• Job Details:• Handled 15+ tickets on daily basis where I responded to user operational issues of the software product on the platfrom to enable problem resolution through a ticketing system (Zendesk). • Daily basis communication with internal partners (Developers, cloud operations team and QA team) to address clients' reported issues and help resolve them as soon as possible. • Diagnosed and addressed user system functionality issues to the DEV team to resolve the reported issues and enable completion of desired user operations through providing a report of all the investigation findings through "Jira". • Addressed user customer service concerns and decided when to escalate problems to specialist team members. • Assisted customers in identifying issues and explained solutions to restore service and functionality. • keep clients updated with new releases/fixes and features as soon as the deployment process is completed. • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems in a quick and convenient way. • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions. • Did some CSMs (i.e. client success manager) tasks like giving training to new clients, handled escalations and addressed clients concerns to Dev team and explained how we can imporve some of the porduct's issues from the client's perspective, but within the company's capabilities to achieve a better performance and meet the client's expectation. • Gathered my exprience in the system as a technical support along with the user prespective and the QA prespective to handle QA tasks like writing test cases,running manual tests, running smoke tests, evaluating colleagues test cases and suggested better approaches and improvements for a more user freindly platform. • Trained 4 newly joined support agents and guided them through all the information needed for a more skillful and experienced knowledge within a reasonable time.

Customer Service RepresentativeFull Time

Customer Service RepresentativeFull Time