Summary
Overview
Work History
Education
Skills
Timeline
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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

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 -

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Ampu NairTechnical Support Specialist - Mobile Device Management