SHAHEED CHARLES

Customer Support / Technical Support

LEXIS NEXIS

Durban

01.2018 - Current

Assisting clients with configuring software-related issues via team viewer
Troubleshooting Errors or system issues which are encountered daily
By continuously updating personal knowledge of industry trends, provided relevant solutions tailored to clients'' needs.
Maintaining product knowledge, and collaborating with cross-functional teams
Provided exceptional customer service, consistently exceeding performance metrics in various areas.
With exceptional attention to detail, identified recurring issues allowing the company to address underlying causes proactively.
Documenting solutions, and being committed to continuous learning, I enhance overall customer satisfaction with strong communication skills
Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
Client Assistance: Delivered outstanding support to clients by resolving software-related issues remotely using tools like TeamViewer, ensuring swift resolutions with minimal downtime.
Identified potential software or hardware issues through diligent monitoring of client systems for optimal functioning.
Technical Troubleshooting: Diagnosed and resolved daily errors or system issues, providing comprehensive support to ensure uninterrupted use of company products.
To track progress on open cases and ensure timely follow-ups, diligently documented all interactions with customers in CRM system.
Password Management: Assisted clients with secure password resets and account recovery procedures while adhering to data protection protocols.
Reduced call wait times by effectively managing incoming support requests.
Data Accuracy: Ensured all client-provided details were accurately captured and maintained in the system to prevent discrepancies and enhance service reliability.
Improved team performance by sharing technical knowledge and best practices during training sessions.
Watermark Follow-Ups: Coordinated and facilitated follow-ups for watermark verification processes related to background checks, maintaining compliance with industry standards.
Product Expertise: Maintained an in-depth understanding of LexisNexis products and services, enabling accurate assistance, insightful guidance, and proactive issue resolution.
Cross-functional collaboration: Worked closely with internal teams, including development, quality assurance, and account management, to address escalations and complex client requirements.
Training & Onboarding: Played a key role in onboarding and mentoring new team members, sharing best practices and fostering a culture of continuous improvement within the team.
Customer Communication: Used strong interpersonal and communication skills to guide clients through complex troubleshooting processes, ensuring clarity and professionalism in every interaction.
Performance Excellence: Consistently achieved and surpassed key performance indicators (KPIs), including first-contact resolution rates, average handling times, and client satisfaction scores.
Process Optimization: Identified recurring support issues and suggested enhancements to tools, processes, and training materials to improve operational efficiency and customer satisfaction.
System Monitoring: Proactively monitored system alerts to identify potential issues before they escalated, contributing to increased service uptime.
Continuous Learning: Various courses done within the company on a monthly basis
Client-Focused Responsibilities
Customer Onboarding: Assisting new clients with account setup and software installation, ensuring a smooth start to their experience.
Proactive Engagement: Reaching out to clients periodically to check on their satisfaction and preempt potential issues.
Technical Responsibilities
Software Configuration: Guiding clients through advanced software configurations to meet their specific needs.
System Upgrades: Assisting customers with installing updates and patches to maintain optimal software performance.
Operational Responsibilities
Queue Management: Monitoring support queues to ensure timely responses to client queries and requests.
SLA Adherence: Ensuring all issues are resolved within the agreed Service Level Agreements (SLAs).
Incident Escalation: Escalating unresolved issues to higher-level technical support or development teams, providing detailed incident reports.
Analytical Responsibilities
Service Improvements: Contributing to the refinement of support processes based on client interactions and performance data.
Collaboration and Teamwork
Interdepartmental Liaison: Acting as a bridge between clients and internal teams, ensuring client needs are clearly communicated and addressed.
Knowledge Sharing: Facilitating team knowledge-sharing sessions to improve collective expertise and efficiency.
Security and Compliance
Data Protection: Ensuring compliance with data privacy regulations during client interactions and documentation.
Fraud Prevention: Identifying and addressing potential fraud cases by verifying client authenticity during interactions.
Crisis Management
Incident Response: Providing critical support during system outages or emergencies to minimize client impact.
Priority Support: Managing VIP or high-priority client accounts with specialized care and faster resolution times.
Value-Adding Services
Upselling: Identifying opportunities to recommend additional services or upgrades that align with client needs.
Survey Follow-Ups: Reaching out to clients post-survey to address concerns and improve satisfaction ratings.
For faster query resolution, collaborated with internal resources such as engineering departments when needed.
Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
Supported product development teams, providing valuable insights based on customer feedback.
Used ticketing systems to manage and process support actions and requests.
Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.

Summary

Overview

Work History

Customer Support / Technical Support

Business Development Officer

Customer Care Department

Education

Matriculated - Math, English, Afrikaans, Tourism, Hospitality, Dramatic Arts

Diploma in Information Technology Support - IT

Skills

Certification

Timeline

Diploma in Information Technology Support - IT

Customer Support / Technical Support

Business Development Officer

Customer Care Department

Matriculated - Math, English, Afrikaans, Tourism, Hospitality, Dramatic Arts

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