Kulveer Kaur
Brampton,ON
Summary
Results-driven professional with a Post-Graduate Certificate in Wireless Information Networking Technology and hands-on experience in technical support and customer service. Proven ability to troubleshoot complex issues while delivering exceptional customer experiences. Eager to leverage technical expertise and interpersonal skills in a dynamic organization that values innovation and growth. Committed to continuous learning and contributing to team success through effective problem-solving and collaboration.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Gofor Deliver Better
12.2021 - Current
- Oversee Zendesk call/ticket system to manage the customer service workflow;
- Be comfortable resolving merchant inquiries/complaints via phone, email, chat or social media
- Resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Process merchant adjustments/credits where needed.
- Prepare product or service reports by collecting and analyzing merchant information. Maintains merchant records by updating account information.
- Collaborate with logistics delivery and sales departments of the region to identify service opportunities.
- Work directly with our engineering and product teams to identify potential opportunities and continuously improve our platform, business insight systems and operational work.
- Delivered multi-channel customer support (chat, email, and voice) using Salesforce Service Cloud and performed ongoing quality monitoring of agents to improve service consistency and customer satisfaction.
- Other duties as determined from time to time
Technical Support Representative
Gatestone & Co.
Brantford, Canada
06.2019 - 12.2021
- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced
- Diagnose and resolve technical problems encountered by customers
- Consult internal software, tools, and guides, to research customer issues and implement solutions
- Providing timely and effective first line assistance to outside engineers and other technical customers
- Create and design application test code, test software, benchmarking tools and test scripts
- Thoroughly QA our latest prototypes by verifying software and hardware functionality in various operating systems and test environments
- Support department with failure diagnosis, and test code changes
- Comfortable with computer systems, networking, computer components, LAN, cable and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone
- Employed time management and multi-tasking skills to maintain high service levels
- Thoroughly document customer interactions and escalate potential service issues
- Respond to external and internal customer calls and emails in a prompt and professional manner.
- Ensure efficient and prompt dispatching of service requests, service calls and customer requests resulting in the optimum solution.
- Coordinate and track all repairs, customer service orders and return with customers, Technicians, Purchasing and Shipping and communicated follow-up
- Accurately logged service request details and relayed details to the appropriate service technician and customer.
- Documented complaints and customer feedback and ensure that all follow-ups or corrective actions are handled timely.
- Knowledge of codes and resolving it through related troubleshooting, and PowerShell scripting.
- Create service now tickets for escalation
Education
Post-Graduate Certificate - Wireless Information Networking
Fleming College
04.2019
Bachelor’s in engineering - Computer Science
Sri Guru Granth Sahib world University
07.2017
Insights
- A valid driver’s license and willing to provide a driver’s abstract.
- Ability to work a flexible and rotating work schedule, including evenings and weekends.
- Able to stand, sit, walk for long hours and can even bend crawl, climb.
- Strong oral and written communication skills.
- Ability to interpret and solve technical problems. Resourceful, courteous, honest, and reliable.
- Strong time management skills with attention to detail and professionalism and tact in representing the company to our customers (both internal and external).
- Perform manual software tests in mobile devices: describe and revise issues found.
Academic Skills
- Deep working knowledge of operating systems Windows, OSX, Linux.
- Knowledge of security products - firewalls, IDS/IPS, VPN, virus scanning.
- Familiar with Python development & scripting, web scraping, etc.
- Familiar with TCP/IP networking, firewalls, switching, and routing, scaling, and connecting networks L2/L3 switches.
- Sound learning and training of VMware, AWS, wireless security devices, cloud services.
- Solving complex problems using the latest technology tools available such as integrated development environments, high-bandwidth oscilloscopes, logic analyzers and debuggers.
- Experience working with C, Python, and associated compilers in a Linux OS environment.
References
- Allison Brown, Customer Care Process Manager, +1-403-768-2265,GoFor Deliver Better
- Avneet Kaur, Customer Care Representative, +1-437-236-3635,GoFor Deliver Better
Timeline
Customer Support Specialist
Gofor Deliver Better
12.2021 - Current
Technical Support Representative
Gatestone & Co.
06.2019 - 12.2021
Post-Graduate Certificate - Wireless Information Networking
Fleming College
Bachelor’s in engineering - Computer Science
Sri Guru Granth Sahib world University