Muhammad Dzarif Ahmad Fuad
Technical Support Specialist
Summary
Dynamic Technical Support Specialist with a proven track record at TDCX, excelling in advanced troubleshooting and customer experience management. Recognized for achieving high first-call resolution rates and enhancing customer satisfaction through effective communication and technical expertise. Adept at resolving complex issues, delivering exceptional service, and optimizing performance across diverse systems.
Overview
2
2
years of professional experience
Work History
Technical Support Specialist
TDCX
06.2024 - Current
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved technical support inquiries per day.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technical Support Representative
Concentrix
10.2023 - 02.2024
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
Associate of Science - Civil Engineering
Port Dickson Polytechnic
Port Dickson, Negeri Sembilan, Malaysia 04.2001 -
High School Diploma -
Sepang Technical School
Sepang, Selangor, Malaysia 04.2001 -
Skills
Customer support
Customer experience management
Performance optimization
Technical troubleshooting
Application support
Technical instruction
Advanced troubleshooting
Technical support
Technical issues analysis
Issue troubleshooting
Customer service expert
Service support
Product knowledge
Timeline
Technical Support Specialist
TDCX
06.2024 - Current
Technical Support Representative
Concentrix
10.2023 - 02.2024
Associate of Science - Civil Engineering
Port Dickson Polytechnic
04.2001 -
High School Diploma -
Sepang Technical School
04.2001 -
Similar Profiles
Panithan SillapavivatPanithan Sillapavivat
Quality Analyst/ Policy Expert at TDCXQuality Analyst/ Policy Expert at TDCX
Briget Maria RethinasamyBriget Maria Rethinasamy
Digital Marketing Specialist at TDCXDigital Marketing Specialist at TDCX
Akshay ParadkarAkshay Paradkar
Account Management Specialist at TDCXAccount Management Specialist at TDCX
Angelika RevellameAngelika Revellame
Workforce Real Time Analyst at TDCXWorkforce Real Time Analyst at TDCX
Ryan WileyRyan Wiley
Customer Support Specialist/IT Technical Support Specialist at B2DatastreamCustomer Support Specialist/IT Technical Support Specialist at B2Datastream