munfarid

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Technical Support Specialist

Technical Support Specialist

ibexibex

Jul 2021 - Oct 2024 · 3 yrs 4 mosJul 2021 to Oct 2024 · 3 yrs 4 mos

Karāchi, Sindh, Pakistan · On-siteKarāchi, Sindh, Pakistan · On-site

📌 Technical Support Specialist

SquareTrade (via Ibex Global) | Karachi, Pakistan

Dates of Employment

As a Technical Support Specialist for SquareTrade, a leading device protection and extended warranty provider, I served as the primary contact for customers seeking assistance with technical issues related to computers, mobile devices, printers, consumer electronics, and home appliances.

In this role, I provided Tier 1 technical support via phone, email, and remote desktop tools, diagnosing and resolving a range of hardware, software, and network connectivity problems. I guided customers through system setups, device configurations, and warranty claim processes, ensuring a smooth and positive experience.

Key responsibilities included:

Troubleshooting device-related issues, warranty claims, and service inquiries with empathy and efficiency.

Managing warranty registrations, claim processing, and repair scheduling according to policy guidelines.

Documenting support cases in Salesforce CRM, maintaining accurate records and ensuring timely follow-ups.

Collaborating with escalation teams, claims, and QA departments to resolve complex technical cases.

Consistently meeting performance metrics such as CSAT, AHT, FCR, and schedule adherence.

Achievements:

Maintained an above-average CSAT score through professional, customer-focused service.

Handled high-volume support queues while preserving service quality and professionalism.

Contributed to internal knowledge base improvements by identifying recurring issues and recommending updates to troubleshooting guides.

Skills Gained:

Remote Technical Support | Hardware & Software Troubleshooting | CRM (Salesforce) | Customer Service | Warranty Claims Handling| Problem Solving |Microsoft Office | Google Suite