Summary
Overview
Work History
Education
Skills
Equity Status
Personal Information
Timeline
AssistantManager
Wallene Abrahams

Wallene Abrahams

Technical Support Specialist
Cape Town

Summary

Professional with significant technical support background. Skilled in troubleshooting, problem-solving, and delivering effective solutions. Strong focus on team collaboration and achieving results. Known for adaptability, reliability, and excellent communication. I have experience working as part of a remote team and I am always eager to be challenged in order to grow and further improve my skills.

Overview

11
11
years of professional experience
6
6
years of post-secondary education
2
2
Languages

Work History

Technical Support Associate

Noodle
11.2023 - Current
  • Resolve support tickets within SLAs meeting Noodle customer service expectations
  • Provide exceptional support in written, oral, and live chat environments, including on-call support
  • Investigating and troubleshooting user and platform issues, including replicating the client experience, testing features
  • Provide remote troubleshooting sessions for complex issues to unblock employees quickly
  • Maintain knowledge base documentation to ensure it is kept up to date
  • Analyse ticket resolutions to identify common issues and improve self-help options
  • Manage user access, technology contracts, and vendor relationships
  • Liaise between learning and technology roles to ensure customer needs are clearly represented and executed
  • Serve as platform administrator for Noodle-managed LMSs and learning tools
  • Training of new staff
  • QA tasks including course configuration, user permissions, user roles, learning paths
  • Perform other duties as assigned
  • Provide Product Support to our customers and Partners, covering chat and ticketing.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
  • Following standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Success to ensure we resolve client issues promptly and efficiently.
  • Be involved in cross-functional projects aimed at improving a delightful customer experience with operational efficiency
  • Work with the Snr team to drive operational efficiencies, change, and alignment with internal teams.
  • Liaise with a diverse group of professionals across multiple teams

Customer Solutions Specialist

Impact.com
12.2021 - 02.2023
  • Work in a SaaS Product based business
  • Investigating and troubleshooting user and platform issues, including replicating the client experience, testing features
  • Logging and management of any support tickets via Freshdesk
  • Familiarity with concepts like APIs, FTPs
  • Assist and maintain AI/chatbot technology solutions including automated conversations and custom knowledge base resources
  • Provide on-call support on an as-needed basis.
  • Provide enterprise-level Product Support to our customers and Partners, covering chat and ticketing.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
  • Contribute to internal and external knowledge Base Support documentation. arching, diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues.
  • Following standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Success to ensure we resolve client issues promptly and efficiently.
  • Be involved in cross-functional projects aimed at improving a delightful customer experience with operational efficiency
  • Work with the Snr team to drive operational efficiencies, change, and alignment with internal teams.
  • Liaise with a diverse group of professionals across multiple teams

Technical Support Specialist (First Line)

Strike Media
07.2017 - 11.2021
  • Configure various webchat, whatsapp, shortcode and USSD campaigns on respective dashboards
  • Use SQL Server and SQL statements to assist with problem-solving
  • Being on an on-call after hours support roster
  • Testing of the configuration to satisfy customer requirements
  • Ownership of project tasks; delivering through to completion
  • Provide prompt and accurate feedback to customers and team members of project tasks
  • Answer phone calls/emails from clients to troubleshoot and resolve Level 1 & 2 technical support
  • Multitask across systems and applications, analyse and resolve a variety of technical issues
  • Take ownership of issues or queries raised by clients or internally and manage them to completion using the issue tracking system JIRA
  • Updating the tracking system when an issue has been escalated or resolved
  • Manage the client relationship by providing regular feedback on issues/queries.
  • Liaise with the project managers and quality assurance teams on the delivery of bug fixes and expected dates for service packs
  • Act as an escalation point to the Devops manager
  • Remote desktop maintenance

Product Specialist - MarketPlace Department

Takealot (E-commerce)
04.2014 - 06.2017
  • Manage Zendesk for MP Catalogue Team
  • Liaise with sellers regarding product queries
  • Align with team and confirm new product listing requirements
  • Source data for new product listings from Sellers/Suppliers/Sales/Buyers and/or internet searches where relevant
  • Enter product data into upload tools (user or spreadsheets)
  • Verify product data by reviewing, correcting data and combining different data sources to remove duplication and complete missing info where necessary
  • Maintain list of new product listing work to allow for workflow prioritisation
  • Distribute zendesk queries to applicable persons and/or departments for resolution
  • Tracking/following up on distributed queries, where indicative of a larger or systematic problem, escalate to Team Lead
  • Training of new staff

Education

Matric - Grade 12

Strand High School
Strand, Western Cape
01.1996 - 12.2001

Skills

Office 365

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Equity Status

Coloured

Personal Information

  • ID Number: 8308020215082
  • Gender: Female

Timeline

Technical Support Associate

Noodle
11.2023 - Current

Customer Solutions Specialist

Impact.com
12.2021 - 02.2023

Technical Support Specialist (First Line)

Strike Media
07.2017 - 11.2021

Product Specialist - MarketPlace Department

Takealot (E-commerce)
04.2014 - 06.2017

Matric - Grade 12

Strand High School
01.1996 - 12.2001

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Wallene AbrahamsTechnical Support Specialist