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Technical Support & Chat Specialist
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Competencies
Demonstrated experience with Technical Troubleshooting.
Demonstrated experience with Ticket Lifecycle Management.
Demonstrated experience with Dispute De-escalation.
Demonstrated experience with High-Volume Queue Operations.
Demonstrated experience with Cross-Functional Alignment.
Education
Summary
Technical Support & Chat Specialist open to new opportunities
Experience
Technical Support & Chat Specialist
Managed the complete end-to-end ticketing lifecycle in Zendesk, ensuring proper categorization, priority routing, and rapid resolution times.. Oversaw and troubleshot Chatbox AI automated support workflows, transitioning high-friction bottlenecks into manual agent queues.. Maintained high first-contact resolution (FCR) rates across international accounts while documenting product anomalies for engineering teams.
Customer Support Representative
Uber Eats Campaign (Email Support): Orchestrated timely resolutions for multi-layered ticketing queries concerning geographical delivery logic, account security breaches, and backend transaction failures, consistently surpassing global SLA parameters.. Careem Campaign (Live Support): Isolated, diagnosed, and bypassed live platform infrastructure application blocks, payment gateway timeouts, and dispatch routing anomalies under rigorous high-pressure timelines.. Leveraged structured resolution metrics and advanced communication logic to settle volatile customer escalations and mitigate customer churn.