Olayinka Kolawole
Halifax,NS
Summary
Experienced L1 Customer/Product Support Analyst With over 10 years of experience in technical support, customer service, and troubleshooting across various industries, including cryptocurrency and trading, tourism, and shipping. Skilled in managing support through inbound calls, emails, and chats, with a strong emphasis on problem-solving, active listening, and root cause analysis
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Concentrix-Dartmouth, NS
06.2024 - Current
- Adept at troubleshooting iOS and Mac devices, guiding customers through the troubleshooting process, and resolving issues by isolating problems through probing questions.
Product Support Specialist L1
HappyCo-Remote
06.2023 - 07.2024
- Receive Tickets: Tickets are received through Zendesk support service.
- Analyze the Issue: You review and analyze the reported issue to understand what's going wrong.
- Identify Root Cause: Determine the underlying cause of the problem.
- Troubleshoot: Attempt to fix the issue based on your findings.
- Escalate: If the issue cannot be resolved at L1, you escalate it to the L2 support and engineering team for further investigation and resolution.
Customer Support Specialist
Allocated Bullion Exchange - ABX-Remote
08.2022 - 03.2024
- KYC Process Assistance: Help customers navigate the KYC (Know Your Customer) process.
- Customer Support Channels: Manage Zendesk chat and respond to Salesforce email inquiries.
- Transaction Support: Assist with fiat and cryptocurrency deposits and withdrawals.
- Information Provision: Share company articles and relevant links with customers.
- Issue Resolution: Address problems reported by customers on the web and mobile app.
- Escalation and Follow-Up: Track and follow up on escalated issues until resolved
- Ensure customers are informed of resolution status.
Customer Support Analyst L1
Sinch-Remote
06.2022 - 02.2024
- Receiving and Analyzing Tickets: I review incoming Jira tickets to understand the reported issues
- Prioritize them based on urgency and impact.
- Initial Analysis: Gather necessary information from the ticket and any relevant data from company tools to diagnose the problem
- Make sure to check for common issues and known errors before diving deeper.
- Troubleshooting and Resolution: I use my knowledge of the SaaS products and available tools to attempt initial fixes
- Follow standard procedures and use diagnostic tools to pinpoint issues.
- Escalation Process: Identify cases that require escalation to L2 support
- Typically, this involves issues beyond my expertise, complex problems, or those that require higher-level access or permissions.
Technical Support Representative
Alorica-Montevideo, Departamento de Montevideo
09.2017 - 06.2022
- I have a broad range of experience in both technical support and customer service
- In my role as a technical support agent, I am adept at diagnosing and resolving issues with various devices, which requires a strong understanding of technology and problem-solving skills
- My experience with troubleshooting devices like workstations, routers, modems, and telephones, makes me well-versed in handling different technical issues.
- Additionally, my customer service experience is valuable for helping customers navigate online orders, payments, and delivery options
- This combination of skills does not only make me technical but also skilled at communicating clearly and providing excellent service, which is crucial for ensuring customer satisfaction.
Technical Support Representative
Tata Consultancy Service(TCS)-Montevideo, Departamento de Montevideo
04.2013 - 04.2017
- My responsibility in the area of online technical support includes but not limited to receiving inbounds calls from technicians who are physically located at a site, registering all info on the data base relating to the time of arrival to site, equipment available for installation, problems encounter and resolved while carrying out the installation.
- It was my duty to run some software configuration on all fully installed devices at the installation site, ranging from work stations, routers and modems, access point, printers and scanners.
- In this area, I worked with the data base, software configuration, data entry and script running using the CMD, to ensure that all devices installed are online, up and running.
Sales Associate
Tunex Travel-Philippines
12.2010 - 12.2021
- A part-time job, in the area of flight and hotel reservation, one of my duties is marketing the quality services of the company to people around the world, helping travelers with the best and cheapest flight and hotel, for leisure and job purposes.
Education
Electrical Electronic Engineer.
The Polytechnic Ibadan
Nigeria05.2008
Skills
- Remote Support
- Software Installation
- Customer experience management
- Technical Troubleshooting
- Customer Support
- Accurate Documentation
- Ticket support system management
- Customer Service
- Customer service expert
- Product Troubleshooting
- Technical Support
- Problem-Solving
- Attention to Detail
- Active Listening
- Help Desk Support
Certification
- Cyber security
- Computer Networking - Digital Network Security
- Data Analytics - Mining and Analysis of Big Data
- SQL for Beginners
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Technical Support Specialist
Concentrix-Dartmouth, NS
06.2024 - Current
Product Support Specialist L1
HappyCo-Remote
06.2023 - 07.2024
Customer Support Specialist
Allocated Bullion Exchange - ABX-Remote
08.2022 - 03.2024
Customer Support Analyst L1
Sinch-Remote
06.2022 - 02.2024
Technical Support Representative
Alorica-Montevideo, Departamento de Montevideo
09.2017 - 06.2022
Technical Support Representative
Tata Consultancy Service(TCS)-Montevideo, Departamento de Montevideo
04.2013 - 04.2017
Sales Associate
Tunex Travel-Philippines
12.2010 - 12.2021
Electrical Electronic Engineer.
The Polytechnic Ibadan
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