Azeem Bhatti

Experience

• 

  Touchstone Communications

  Jan 2014 - Jul 2014

  Senior Customer Service Representative
• 

  S&P Global Market Intelligence

  Jan 2017 - Feb 2018

  Voice Writer
• 

  Motive

  Mar 2018 - now

  - Guided Tier 3 Product Support as a Senior representative, focusing on the long-term vision and success of Support. - Worked on Escalated cases and took ownership of the issue during working hours. Provided resolution of technical escalations, including identification of root cause and issue resolution. - Participated in Slack swarming, and provided guidance to the Technical Support Engineers. - Triaged critical customer issues and provided technical guidance for customer engagement to minimize customer churn. - Supported TSE customer services with customer escalations using JIRA, Redash, Data dog and Salesforce. - Interviewing the panelists for the Tier 2 Mobile Experience team. - Coaching/ guiding the team members. - Always inputting new ideas for process improvements. - Was responsible to determine root cause of errors/bugs by using the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the engineering team - Performed analysis of data to determine impact/prevalence of issues by using analytics tools like - Redash and Datadog and utilize the tools developed by the engineering team to modify erroneous user/driver’s data for resolving support issues. - Created & Contributed to the Knowledge base & documentation of the Motive software resources - and processes. - Provided white-glove service in the most sensitive situations Show less - Determine how to resolve support issues related to KT’s Front-end/Mobile category -- what changes need to be made to underlying data/process and how to apply them with minimal user disruption. - Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with escalated issues - Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the engineer. - Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Looker. - Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving support issues. - Speak with customers if needed for escalated, urgent inquiries to minimize customer churn. - Create & Contribute to Knowledge base & documentation - Provide technical training to other members of Support and teams within the company - Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes Show less

  • Technical Lead - Mobile Experience

    May 2022 - now

  • Senior Level 2 Support Engineer(Software)

    Oct 2021 - May 2022

  • Level 2 Support Engineer (Software)

    Aug 2020 - Oct 2021

  • Level 2 Support Engineer (Enterprise)

    Jun 2019 - Oct 2021

  • Enterprise Technical Support

    Mar 2018 - May 2019