Jinal Patel

Senior Technical Support Specialist @Trackunit

London, ON, CA

Provide technical support to customers, ensuring timely and accurate solutions to complex issues via phone, email and chat.• Manage ticketing systems, ensuring SLAs are met and customer satisfaction levels remain high.• Troubleshoot software, hardware, and network issues, collaborating with engineering and product teams when needed.• Maintain and update the knowledge base, creating troubleshooting guides and help center articles to enhance customer experience.• Administer user accounts, permissions, and access controls in Active Directory and other systems.• Lead escalations for complex issues involving software, hardware, and networking, working closely with cross-functional teams to identify root causes and implement solutions.• Train and mentor junior technical support staff, conducting knowledge transfer sessions and performance evaluations.• Analyze customer feedback and collaborate with product teams to improve the user experience and product quality.• Meet and exceed departmental goals, consistently achieving a customer satisfaction rate of over 95%.

Fanshawe College

Post graduate certificate,, Project Management

Gujarat Technological University

Bachelor's degree, Civil Engineering

Fanshawe College

Construction project Management, Civil Engineering