Muttahir Butt

Experience

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  Vertical Systems Inc

  Mar 2015 - Oct 2016

  Technical Support Specialist
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  BroadPeak Technologies

  Oct 2016 - Jan 2018

  Customer Service Representative

  Work Description as customer support representative : • Provides answers to internal clients by identifying problems; researching answers.• Improves client satisfaction by quickly working through tickets and writing understandable resolutions.• Escalating tickets to Developers/engineers for their insights and resolutions.• Working with the Senior Engineers to learn and grasp the knowledge to be more efficient within the job.• Train and help the new batches with the knowledge and work modal. Mostrar menos

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  Motive

  Jan 2018 - Mar 2023

  Determining project requirements and developing work schedules for the team.Delegating tasks and achieving daily, weekly, and monthly goals.Liaising with team members, management, and clients to ensure projects are completed to standard.Identifying risks and forming contingency plans as soon as possible.Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.Keeping up-to-date with industry trends and developments.Updating work schedules and performing troubleshooting as required.Motivating staff and creating a space where they can ask questions and voice their concerns.Being transparent with the team about challenges, failures, and successes.Writing progress reports and delivering presentations to the relevant stakeholders. Mostrar menos Respond to partner and customer enquiries through email and telephone.Input customer interactions in SalesForce.com CRM application.Oversee and follow-up on open customer issues.Develop customer relationships through professional, dependable and accurate interactions.Reply to customer mission critical issues outside business hours.Present training modules to customers.Record and manage best practice resolutions for company’s self service knowledge base.Escalate issues as per Service Level Agreement.Extend technical support on software for internal and external clients.Inform client functionality requests or software change requests to development team.Manage resolution paths’ knowledge base and known issues.Offer proactive communication to clients, account managers and project managers. Mostrar menos Work Description as Technical Support Engineer Tier – II :• Provides answers to internal clients by identifying problems; researching answers.• Improves client satisfaction by quickly working through tickets and writing understandable resolutions.• Escalating tickets to Senior Engineers for their insights and resolutions.• Working on different projects to ensure quality and innovation.• Working with the Senior Engineers to learn and grasp the knowledge to be more efficient within the job.• Train and help the new batches with the knowledge and work modal.• Draw conclusions based on the provided trainings to ensure maximum efficiency and effectiveness. Mostrar menos Work Description as Technical Support Specialist Tier – I :• Provides answers to clients by identifying problems; researching answers; guiding the client through corrective steps.• Improves client references by writing and maintaining documentation.• Participates in the development of client training programs by identifying learning issues; recommending instructional language.• Accommodates client disabilities by recommending devices and techniques.• Handling customers over the call mostly to resolve their issues related to the equipment and the compliance.• Educating customers to use our product in a more effective way.• Performing troubleshoots to resolve most difficult technical issues. Mostrar menos

  • Tech Lead (Tracking and Telematics)

    May 2022 - Mar 2023

  • Software Support Engineer - Tier 3

    Jan 2022 - Mar 2023

  • Technical Support Specialist - Tier II

    Jun 2019 - Jan 2022

  • Technical Support Specialist - Tier 1

    Jan 2018 - Jun 2019
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  Zones, LLC

  Feb 2023 - now

  Field Dispatch Lead