Irfan Ahmad Mufti
Support Specialist
Dubai
Summary
Diligent Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Etisalat Services Holding
Dubai
2014.11 - Current
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Technical Support Specialist
Emirates Telecommunications Corporation Etisalat
Dubai
1994.06 - 2014.10
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Maintained response times to support business continuity.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Walked individuals through basic troubleshooting tasks.
- Translated complex technical issues into digestible language for non-technical users.
Education
Bachelor of Science - Computer Science
Canadian School of Management
Ontario, Canada 1986.01 - 1989.12
Skills
Customer response
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Customer Support Specialist
Etisalat Services Holding
2014.11 - Current
Technical Support Specialist
Emirates Telecommunications Corporation Etisalat
1994.06 - 2014.10
Bachelor of Science - Computer Science
Canadian School of Management
1986.01 - 1989.12
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