Nabil Lababidi

Tier 3 level problem-solving, responsibilities include providing expert-level support for API integration troubleshooting, identifying and reporting bugs, and resolving complex technical issues to ensure customer satisfaction.

• Collaborated with internal product teams and third-party integration partners on bugs and improvements.
• Triaged escalated technical requests to ensure service level targets were met.
• Prioritized, organized, and delegated escalated requests.
• Assisted in defining, implementing, and training team on processes and best practices.
• Diagnosed and offered creative solutions to complex problems.
• Communicated directly with clients to reproduce and debug customer-reported issues.
• Investigated and analyzed problems to develop solutions and/or action plans.
• Created and managed bug reports and product improvement requests.
• Conducted updates and enhanced technical documentation, manuals, standards, and procedures.

TradeGecko is a Singapore based software-as-a-service company that develops online inventory and order management software.

• Strategy: Worked closely with Product, Sales, Success, and Partnership teams to develop and accelerate partnership ecosystem strategy at TradeGecko. Understood and architected technical environments for accounts with complex needs and workflows.
• Process Development: Built workflow requirements and approval processes for all 3rd party application development.
• Project Management: Worked with partners and implementation agencies to understand, define, and document business requirements for all go-to-market activities, software development, and implementation.
• Collaboration: Lead TradeGecko's ecosystem go-to-market strategy. Worked closely with cross-functional teams to increase external and internal awareness of TradeGecko ecosystem collaborating as needed with Product, Marketing, and Sales.

Responsible for providing client support after implementing a wayfinding app, assisting through phone, email, and remote desktop. Install and configure various devices, troubleshoot hardware and software issues, document fixes and updates, use diagnostic tools, ensure system security, and assist colleagues and customers with technical issues.

Provided advanced technical assistance to customers. Troubleshooting complex issues related to web hosting, VPS, and related technologies. Assisted customers through various channels, resolving server configuration, website performance, security, and network connectivity issues. Collaborated with Tier 1 support and Product teams to escalate issues when needed. My expertise in web hosting and VPS technologies, problem-solving skills, and communication abilities ensure customer satisfaction and smooth operation of hosting services.