Masrat Ahmad Mir
About Candidate
Proactive and customer-oriented technical support professional with extensive experience in troubleshooting software, cloud platforms, and workflow automation tools. Proficient in Microsoft technologies (Windows, Office 365, Azure) and adept at utilizing ticketing systems like ServiceNow to ensure efficient issue resolution. Skilled in training teams, documenting technical processes, and driving customer satisfaction through innovative solutions. Known for adaptability, critical thinking, and a commitment to continuous improvement in technical support environments.
Location
Work & Experience
Provided technical support to customers via phone, email, and chat. • Troubleshot and resolved hardware/software problems; escalated issues as necessary. • Utilized remote desktop tools and ticketing systems (e.g., ServiceNow) to manage support requests. • Trained new employees on Microsoft products and technologies.
Delivered accurate and timely technical support to customers via digital channels, resolving a broad range of product and platform issues. Managed customer queries and complaints on CRM systems, ensuring quick and effective resolution to enhance customer experience. Collaborated with cross-functional teams for workflow automation to streamline customer support processes. Conducted detailed analysis of customer feedback to identify technical pain points and proactively worked with IT teams for improvements.
