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
6
6
years of professional experience
Work History
Technical Support Representative
KoraPay Network Technologies
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 connect, and/or email communication using Zendesk.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Maintained servers and systems to keep networks fully operational during peak periods.
Technical Associate
Stable Media International
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
Toronto, ON04.2023
Bachelor of Engineering - Chemical Engineering
Enugu State University of Technology
Enugu, Enugu State06.2017
Skills
- Experience Troubleshooting API, Software Applications, Hardwares
- Technical Troubleshooting
- 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, JIRA, Amazon Connect, Microsoft Teams, Slack,Team Support
- XML, HTML, MERN JavaScript, CLI, Splunk, Data Dog, Python, CSSXML, HTML, MERN JavaScript, CLI, Splunk, Data Dog, Python, CSS
- Oracle 11g, MYSQL database and MS SQL server knowledge
- Internet Troubleshooting, Routers, Modem, Mesh Systems, Firewalls, Servers, Network Monitoring
- Customer Service
- User Support
- Product Troubleshooting
- Ticket Support System Management
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in database fundamentals and software engineering.
- Best Employee award for 3 Consecutive years.
- Increased number of resolved job tickets by 30% over previous year.
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
Colin Powell
Timeline
Technical Support Representative
KoraPay Network Technologies
09.2019 - Current
Technical Associate
Stable Media International
08.2017 - 09.2019
Post Graduate Diploma - Software Engineering
Centennial College
Bachelor of Engineering - Chemical Engineering
Enugu State University of Technology
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