Firman Shah
Customer Experience Specialist
Kuala Lumpur,14
Summary
Qualified Advanced Technical Support Specialist with more than 2 years of helpdesk and customer service experience. Provides comprehensive customer experience and technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Technical Support Specialist
Insta360
Kuala Lumpur, Kuala Lumpur
06.2024 - Current
- Provided expert troubleshooting and technical support for client (Insta360) hardware (Insta360 action cameras) and integrated software ( Insta360 mobile app & computer software, Insta360 Studio)
- Handled a large number of tickets (cases) for consumers around the world, ensuring that all inquiries were addressed within the Service Level Agreement (SLA) parameters.
- Frequently tasked to be the person in charge/reference person within the email team members to filter out cases among the team members, review and take over/handle urgent cases and high priority cases
- Resolved hundreds of customer inquiries and complaints weekly via email ticketing system (Zendesk), resulting in an average satisfaction rating of 85% - 90%
- Facilitated software installation and updates, guiding customers through the process for optimal performance
- Worked closely with higher teams (L2 and engineering team) to troubleshoot and resolve critical software errors, contributing to significant reductions in bug reports
- Maintained up-to-date knowledge of industry trends and technological advancements in camera and software fields to provide informed support.
Advisor I / Technical Support
Meta
Kuala Lumpur, Kuala Lumpur
10.2023 - 06.2024
- Resolved over 100 customer (within North America) inquiries and complaints per month through email, and live chat platform (Salesforce), resulting in an average satisfaction rating of 95%
- Managed a high volume of warranty claims and refunds, ensuring all requests were resolved in accordance with company policies and regulatory requirements while minimizing return rates
- Collaborated with development teams for advance troubleshooting process for hardware (VR headsets and products) and software (applications, games and in-app purchases)
- Stayed up-to-date with emerging issues among the users and trends in the VR industry as the main client is Meta, enabling proactive problem prevention strategies
- Developed detailed training manuals, tutorials for new users as well as troubleshooting steps for active users, leading to an increase in user adoption rate
- Maintained detailed records of customer interactions, product details, and resolutions, facilitating informed decision making and continuous improvement initiatives
Customer Representative
Shopee Ltd, SEA Group
Kuala Lumpur, Kuala Lumpur
11.2022 - 10.2023
- Acted as a customer service representative for one of the biggest and famous e-commerce platform, Shopee customers via phone and email using Shopee in-house ticketing system
- Resolved complex customer issues and escalated issues to management when necessary
- Acted as a liaison between customers and other departments to ensure timely resolution of customer concerns regarding purchases, refunds and disputes
- Analyze customer data to identify trends and patterns and recommended process improvements to management
- Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the in-house system
- Maintains a positive, empathetic and professional attitude towards customer
- Consistently met or exceeded customer satisfaction and performance goals
Public Relation & Customer Service
Majlis Perbandaran Taiping
Taiping, Perak
03.2021 - 08.2021
- Develop and implement strategic communication plans to enhance the company's reputation
- Work closely with internal teams to understand business objectives and identify key messaging
- Build relationships with external partners, media outlets, and influencers to promote the company's brand and messaging
- Create compelling content such as press releases, speeches, and other communication materials
- Manage media relations and serve as a spokesperson for the company as needed
- Monitor media coverage and analyze the impact of communication efforts
- Organize and manage events such as press conferences, product launches, and other promotional activities
- Monitor and manage the company's social media presence to ensure consistency of messaging and positive engagement with stakeholders
- Develop crisis communication plans and provide counsel during times of crisis
Education
Bachelor Degree - Event Management
Universiti Teknologi Mara (UiTM)
01.2018 - 01.2021
STPM -
SMK King Edward VII
01.2016 - 01.2017
Skills
Help Desk Software
Software/hardware troubleshooting
Technical troubleshooting
Hardware diagnostics
undefinedTimeline
Technical Support Specialist
Insta360
06.2024 - Current
Advisor I / Technical Support
Meta
10.2023 - 06.2024
Customer Representative
Shopee Ltd, SEA Group
11.2022 - 10.2023
Public Relation & Customer Service
Majlis Perbandaran Taiping
03.2021 - 08.2021
Bachelor Degree - Event Management
Universiti Teknologi Mara (UiTM)
01.2018 - 01.2021
STPM -
SMK King Edward VII
01.2016 - 01.2017
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