Ampu Nair
Technical Support Specialist - Mobile Device Management
Niagara Falls,ON
Summary
Dynamic Technical Support Specialist with a proven track record at Voxmobile, excelling in customer support and technical troubleshooting. Enhanced customer satisfaction through effective problem resolution and collaboration, achieving high first-call resolution rates. Strong analytical thinking and communication skills drive operational efficiency and improve user experiences across diverse platforms.
Overview
5
5
years of professional experience
1
1
Language
Work History
Technical Support Specialist
Voxmobile
Waterloo, ON
02.2022 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Ability to identify the root cause of customers' concerns, and to identify risky trends and process gaps in reviews that need to be escalated to clients.
- Understand and apply usage policies and fraud investigation guidance accurately, and adapt to frequent changes and new workflows.
- Resolved 30 technical support inquiries per day.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Content Moderator
Majorel
Kitchener, Ontario
02.2021 - 02.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Acquired in-depth knowledge of content areas to provide effective edits.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
Education
GED -
Conestoga College Institute of Technology And Advanced Learning
Kitchener 05.2001 -
Bachelor's Degree - Electrical, Electronics And Communications Engineering
Sunrise University
Alwar, India 05.2001 -
Skills
Customer support
Customer experience management
Performance optimization
Application installations
Technical troubleshooting
Mobile device management
Remote support
Problem resolution
Customer service
Ticket management
Information protection
Verbal and written communication
Analytical thinking
Timeline
Technical Support Specialist
Voxmobile
02.2022 - Current
Content Moderator
Majorel
02.2021 - 02.2022
GED -
Conestoga College Institute of Technology And Advanced Learning
05.2001 -
Bachelor's Degree - Electrical, Electronics And Communications Engineering
Sunrise University
05.2001 -