Technical Support Specialist

Served as the primary point of contact for international clients in a B2C capacity, addressing their needs through proficient email and ticket-based troubleshooting

• Managed international client support using HelpDesk platform

• Conducted comprehensive functional testing to ensure application features met software requirements

• Identified and documented bugs using JIRA with detailed reporting

• Collaborated with product managers for prompt and effective issue resolutions

OnyxCorp - Secure Communication App

Technical Issue Resolution

Provided first-line technical support for various software and hardware issues

• 1000+ tickets resolved

• 82% first-contact resolution

• Average 5-min response time

• Cross-platform expertise

March 2021 - June 2022

Tools & Platforms:

• HelpDesk

• JIRA

• Email Support

Security Risk Analysis for Ticket Escalation

Analyzed security risks and managed proper ticket escalation procedures

• Identified critical security issues

• Escalated high-priority tickets

• Implemented risk mitigation protocols

Functional Testing & Bug Reporting

Conducted comprehensive functional testing and bug reporting across multiple platforms

• Tested features across web, mobile, and desktop platforms

• Documented and tracked bugs with detailed reproduction steps

• Collaborated with development teams for timely resolutions