Teboho Mabuza
Technical Support Specilaist
Johannesburg
Summary
Professional Summary
I am [Teboho Mabuza], an accomplished professional with a diverse background in sales consultancy and technical support. With over 6 years of experience in sales and a recent transition to technical support, I bring a unique blend of client-facing expertise and technical problem-solving skills.
Professional Experience
Technical Support Specialist
WAMLY (PTY) LTD, Pretoria
November 2022
- Provide expert technical assistance and troubleshooting to customers via phone, email, and chat.
- Resolve complex technical issues promptly and effectively to ensure customer satisfaction.
- Collaborate closely with cross-functional teams to escalate and resolve customer issues efficiently.
Sales Consultant
WAMLY (PTY) LTD, Pretoria
July 2022
- Drove sales initiatives, achieving consistent targets and surpassing revenue goals.
- Cultivated and maintained strong client relationships through proactive communication and tailored solutions.
- Developed effective sales strategies and contributed to the growth of the sales team.
Overview
2
2
years of professional experience
Work History
Technical Support Consultant
WAMLY (PTY) LTD
07.2022 - Current
- Consistently met performance targets with diligent attention to detail and effective time management skills.
- Developed and implemented preventive maintenance procedures.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Participated actively in continuous learning opportunities to maintain proficiency in relevant technologies and methodologies.
- Offered assistance in implementing and developing training programs.
- Supported sales team efforts by providing in-depth product knowledge during client presentations and discussions.
- Managed high levels of call flow and responded to WAMLY technical support needs.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
- Created user accounts and assigned permissions.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Monitored system performance to identify potential issues.
- Researched product and issue resolution tactics to address customer concerns.
- Diagnosed and troubleshot hardware, software and network issues.
- Consistently exceeded customer expectations by delivering personalized service tailored to individual needs.
- Delivered comprehensive training sessions for new staff members, ensuring a thorough understanding of company procedures and tools.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Sales Agent
WAMLY (PTY) LTD
05.2022 - Current
- Presented professional image consistent with company's brand values.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Used Salesforce CRM software to record personal information and purchases of contacted prospects.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Collaborated with marketing team to develop targeted promotional materials for specific industries.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Built relationships with customers and community to promote long term business growth.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Handled administrative aspects of sales by completing customer contracts and warranties and accepting and processing payments.
- Exceeded quarterly quotas by effectively managing a large territory of accounts and prioritizing tasks accordingly.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
Education
No Degree - Graphic Design
BOSTON MEDIA HOUSE
Sandton, South Africa 05.2001 -
Skills
Access Management Software
Service Desk Team Management
Virtualization Technologies
Project Coordination
Highly Professional
Continuous Improvement
Customer Needs Assessment
Software Upgrades
Desktop support
Emergency Service Coordination
Collaborative Team Player
Technical documents comprehension
Software Evaluation
Microsoft Outlook
Mobile Device Support
Customer Support
User Training
Remote Technical Support
Ticket management
Service support
Analytical Thinking
Application support
User Support
Mac systems
Account updating
Friendly and Patient
Help Desk Support
Issue and Resolution Tracking
Hardware Configuration
Task Prioritization
Relationship Building
Written Communication
Multitasking
Customer Communication and Empathy
Customer Service
Technical issues analysis
Adaptability and Flexibility
Professional Demeanor
Call Management
Windows 10
Microsoft Office Specialist (MOS) Expert
Technical Documentation
Product Troubleshooting
Microsoft Windows and Office
System Configuration
Problem-Solving
Software diagnosis
Timeline
Technical Support Consultant
WAMLY (PTY) LTD
07.2022 - Current
Sales Agent
WAMLY (PTY) LTD
05.2022 - Current
No Degree - Graphic Design
BOSTON MEDIA HOUSE
05.2001 -