Ishmail Moopelwa
Junior Support Analyst
Johannesburg
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 6+ years of experience in Tech industry.
Overview
9
9
years of professional experience
Work History
Junior support analyst
Kerridge commercial systems
09.2023 - Current
- Providing 1st line technical support for an ERP system to customers USA.
- Providing first call resolution to customers and answering any how-to questions regarding the software.
- Gathering information, assign relevant priority level before assigning to 2 line support team.
- Monitoring calls for any issues that may arise from updates and escalate to the relevant department.
- Assisting with customer's follow up and liaise with the incident owner.
1st Line Technical Support
Adumo
04.2022 - 08.2023
- Assisting clients with their integrated card machines and portable card machines. Troubleshooting with the client and logging a repair work order or a tech onsite if needed.
- I would also assist with configurations of new devices to be dispatched to sites, do weekly case reports for various group stores and also do ICU checks for new stores that are still under incubation.
- We used Salesforce as our ticketing platform and we provide support via phone call, chat and whatsapp.
- Supported efficient workflow by prioritizing tasks according to project deadlines and client requirements.
- Provided technical support to end-users experiencing issues with database applications or systems.
Technical support agent
Amazon Web services
04.2021 - 07.2022
- Providing technical support to Amazon customers based in the USA, troubleshooting Amazon devices and occasionally helping with retail orders.
- I was on phone support, emails and chat. We were mainly using the CSC CRM as our main platform.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Support Specialist
Bolt services
06.2019 - 03.2021
- I started working on rider support dealing with incoming tickets and providing excellent service to the riders. Reaching and exceeding my kpi's.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- I got promoted to the social media team, where I was providing support to clients via Google play store, Instagram, Facebook and Twitter.
- I then was moved to price reviews, then later moved to driver support.
- I have worked on 6 African markets, using Zendesk, Slack, trello and chat box.
Sales consultant
Clientele life
07.2018 - 06.2019
- Calling potential clients and offering them a variety of affordable life, funeral, and hospital plans.
Sales associate
Miniso lifestyle
06.2016 - 03.2017
- I was assisting online and walk in customers with questions relating to products, replenishing stock, Admin work at the back office (logging data like damage items, returns and refunds.
Education
Matric - 12
Seshegong Secondary School
12-2013
Bachelor of Arts - Education
University of Johannesburg
Johannesburg 04.2001 -
No Degree - Foundations of Cybersecurity
Google
South Africa 04.2001 -
Skills
Internal technical communications
Call management
Data compiling
Technical troubleshooting
Customer service
Data collection
Technical assistance
Support services
Customer relationship management
Ticket management
SLA compliance
User account management
System standards documentation
Incident management
Application support
Network troubleshooting
Software knowledge
Remote support
Support ticketing systems
Internal technical communications
Skills - Transferable Skills
- Computer skills and knowledge in MS Word, MS Excel, MS PowerPoint, Internet and Research, Administration
- Verbal communication skills
- Writing skills
- Interpersonal skills
Timeline
Junior support analyst
Kerridge commercial systems
09.2023 - Current
1st Line Technical Support
Adumo
04.2022 - 08.2023
Technical support agent
Amazon Web services
04.2021 - 07.2022
Customer Support Specialist
Bolt services
06.2019 - 03.2021
Sales consultant
Clientele life
07.2018 - 06.2019
Sales associate
Miniso lifestyle
06.2016 - 03.2017
Bachelor of Arts - Education
University of Johannesburg
04.2001 -
No Degree - Foundations of Cybersecurity
Google
04.2001 -
Matric - 12
Seshegong Secondary School
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