Since April 2020
Instructor since April 2020
Learn to become a First class "Technical Support Specialist"
From 44.49 £ /h
I specialize in tutoring Technical Support When it comes to Jive Intranet troubleshooting , Windows troubleshooting and Network Troubleshooting.
This class is for aspiring IT professionals who want help in growing their knowledge about Jive Intranet management or want to become IT professionals so that they can support Windows based Operating System. I will also share several techniques on how to handle Customer and how to deliver quality support to the customers while making them happy resulting in Positive NPS.
This class is for aspiring IT professionals who want help in growing their knowledge about Jive Intranet management or want to become IT professionals so that they can support Windows based Operating System. I will also share several techniques on how to handle Customer and how to deliver quality support to the customers while making them happy resulting in Positive NPS.
Extra information
Bring your Laptop, Internet with good speed .
Location
At teacher's location :
- Street, Gulshanabad, Rawalpindi, Pakistan
Online from Pakistan
About Me
Organized, versatile and focused professional with over 4 years of customer support experience. Proficient in managing multiple tasks and scheduling people and resources. Strong sense of delivering high quality services with proven track record of achieving high customer satisfaction rate. Elite level analytical skills with a knack of goal accomplishment mindset. Advanced interpersonal skills and the ability to tailor communication to all levels of an organization.
Education
Bachelor of Science in Telecommunication and Networks | Iqra University, Islamabad | 2013
Intermediate | F.G Degree College For Men , Wah Cantt | 2008
Matriculation | Margalla Academy H.I.T Taxila Cantt | 2006
Intermediate | F.G Degree College For Men , Wah Cantt | 2008
Matriculation | Margalla Academy H.I.T Taxila Cantt | 2006
Experience / Qualifications
Jive Customer Support Engineer L1 | Aurea Software | Feb 2018- Present
• Providing Level 1 troubleshooting support for all customers of Jive Interactive Intranet.
• Auditing of current cases handled by the central agents as part of quality assurance.
• Actively involved in management of Knowledge Centered Services (KCS) including the creation and publication of articles related to issues and bugs.
• Dealing with bugs with a high focus on customer satisfaction and retention.
• Communicating with Network and Engineering teams to ensure the resolution of issues to keep Jive running smoothly.
Freelancer | Upwork | Dec 2014- Jan 2018
• Led a team of 8 people to successfully launch the presence of Souktel Digital Solutions in the frontier areas of Pakistan.
• Completed multiple IT support projects for employers and obtained 5-star reviews.
Networking Intern | Khushali Bank Pakistan | July 2014- Oct 2014
• Provided real time troubleshooting support to all 122 countrywide branches hence, ensured continuous and smooth banking operations.
• Upgraded primary and secondary network links within 2 months with 85% success rate.
Negotiation Officer | Protégé Global Pakistan | Sep 2013- Nov 2013
• Achieved Employee of the Month award for settling 10-12 employee injury pending claims within 2 weeks with 95-100% success rate.
Certifications
Cyber Security | US Cyber Security Centre, University of Maryland, Coursera | 2014
Introduction to Linux | Linux Foundation, edX | 2014
Professional Trainings
• Cisco Certified Network Associate Training (CCNA) | Corvit Systems Rawalpindi | 2014
• Completed the following trainings under Aurea and Jive:
• Tips to communicate effectively
• Tips to increase the number of NPS
• Skills to achieve customer success
• Structure of conversation- emails/ calls
• Talkdesk
• Jive fundamentals
• Jive antivirus
• Jive themes/ tiles
• Jive case management/ Severity 1- case management
• Product overview
• JIRA/ SalesForce/ JCA
• Jive troubleshooting
• Basic tools
• Jive API/ Jive rewards/ upgrade issues
• Providing Level 1 troubleshooting support for all customers of Jive Interactive Intranet.
• Auditing of current cases handled by the central agents as part of quality assurance.
• Actively involved in management of Knowledge Centered Services (KCS) including the creation and publication of articles related to issues and bugs.
• Dealing with bugs with a high focus on customer satisfaction and retention.
• Communicating with Network and Engineering teams to ensure the resolution of issues to keep Jive running smoothly.
Freelancer | Upwork | Dec 2014- Jan 2018
• Led a team of 8 people to successfully launch the presence of Souktel Digital Solutions in the frontier areas of Pakistan.
• Completed multiple IT support projects for employers and obtained 5-star reviews.
Networking Intern | Khushali Bank Pakistan | July 2014- Oct 2014
• Provided real time troubleshooting support to all 122 countrywide branches hence, ensured continuous and smooth banking operations.
• Upgraded primary and secondary network links within 2 months with 85% success rate.
Negotiation Officer | Protégé Global Pakistan | Sep 2013- Nov 2013
• Achieved Employee of the Month award for settling 10-12 employee injury pending claims within 2 weeks with 95-100% success rate.
Certifications
Cyber Security | US Cyber Security Centre, University of Maryland, Coursera | 2014
Introduction to Linux | Linux Foundation, edX | 2014
Professional Trainings
• Cisco Certified Network Associate Training (CCNA) | Corvit Systems Rawalpindi | 2014
• Completed the following trainings under Aurea and Jive:
• Tips to communicate effectively
• Tips to increase the number of NPS
• Skills to achieve customer success
• Structure of conversation- emails/ calls
• Talkdesk
• Jive fundamentals
• Jive antivirus
• Jive themes/ tiles
• Jive case management/ Severity 1- case management
• Product overview
• JIRA/ SalesForce/ JCA
• Jive troubleshooting
• Basic tools
• Jive API/ Jive rewards/ upgrade issues
Age
Children (7-12 years old)
Teenagers (13-17 years old)
Adults (18-64 years old)
Seniors (65+ years old)
Student level
Beginner
Intermediate
Advanced
Duration
60 minutes
The class is taught in
English
Urdu
Availability of a typical week
(GMT -05:00)
New York
At teacher's location and via webcam
Mon
Tue
Wed
Thu
Fri
Sat
Sun
00-04
04-08
08-12
12-16
16-20
20-24
Contact Hasaan
1st lesson is backed
by our Good-fit Instructor Guarantee
by our Good-fit Instructor Guarantee
Good-fit Instructor Guarantee
Contact Hasaan