Ebenezer Chijioke
Toronto,ON
Summary
A highly skilled technical support professional with 6 years of experience providing exceptional customer service and technical support. Proficient in troubleshooting and resolving complex technical issues related to hardware, software, and network connectivity. Skilled in managing and resolving customer issues in a timely and efficient manner, with a focus on achieving high levels of customer satisfaction. Possesses strong communication and interpersonal skills, with the ability to explain technical information in a clear and concise manner. Works effectively both independently and as part of a team to achieve organizational goals. Continuously seeks to expand technical knowledge and expertise to stay current with the latest technologies and trends in the industry.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Ai-Media Technologies Limited
Toronto, ON
09.2019 - Current
- Troubleshoot technical issues, brainstormed solutions, and communicated technical information clearly and concisely
- Delighted customers through empathy, product knowledge, troubleshooting, and dedication to resolution
- Used ticketing systems to manage and process support actions and requests
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Managed multiple support tickets daily with 99.8% success rate and implemented ticket management best practices which slashed resolution time by 30%
- Exceeded SLAs for reply and resolution times, maintaining ticket quality and CSAT scores
- Ensured 100% customer satisfaction by implementing effective strategies and eliminating root causes of customers' technical issues
- Maintained up-to-date help center and internal knowledge bases for customers and team
- Demonstrated resourcefulness, self-driven work ethic, and reliability as team player in shared queue
- Drive customer satisfaction through voice, chat using amazon
- Recipient of individual and departmental awards for providing stellar client service.
Technical Associate
KoraPay Network Technologies
Abuja, Ontario
08.2017 - 09.2019
- Managed over 20 tickets per day, addressing all technical issues no matter how complex
- Diagnosed and researched technical faults, escalating support issues when necessary
- Used ticketing systems to manage and process support actions and requests
- Provided technological readiness training to reduce support ticket submissions
- Supported Bring Your Own Device efforts by onboarding devices and verifying technical compliance
- Completed change order requests for client success
- Owned technical and client success cases, escalating them where appropriate
- Recreated customer issues to track root causes and developed product development/fix requests
- Led internal team as Subject Matter Expert and product Super User for existing client base
- Assist with ad hoc requests, participate in special projects as required, and provide cross-functional support as needed
- Partner cooperatively in team environment to support evolution of wide array of programs across client business
- Support larger team functions related to ensuring customer compliance with client standards
- Interacted with software vendors to provide best solutions to business problems
- Provided application support to other programmers and developers in handling multiple projects.
Education
Post Graduate Diploma - Software Engineering
Centennial College
04.2023
Bachelor of Engineering - Chemical
Enugu State University of Technology
06.2017
Skills
- Experience Troubleshooting API
- Software Applications Support
- Hardwares
- Technical Support
- Customer Support/Customer Service
- Ticket/Incident Support System
- Experience with technical and user documentation
- Excellent Analytical & Problem solving skills
- Excellent Communication and Collaboration skills
- Proficient in approaches, tools, and techniques for anticipating, recognizing, and resolving technical issues
- Zendesk,Salesforce,JIRA,Amazon Connect
- Microsoft 365 Apps
- Slack
- XML,HTML,CLI,CSS
- Splunk,Data Dog, Zabbix
- Python
- MYSQL database and MS SQL server knowledge
- Network Troubleshooting,Routers,Modem,Mesh System,Firewalls
- Network configuration
Custom
English, Native or Bilingual
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Best Employee award for 3 Consecutive years.
- Increased number of resolved job tickets by 30% over previous year.
Timeline
Technical Support Representative
Ai-Media Technologies Limited
09.2019 - Current
Technical Associate
KoraPay Network Technologies
08.2017 - 09.2019
Post Graduate Diploma - Software Engineering
Centennial College
Bachelor of Engineering - Chemical
Enugu State University of Technology
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