Josh K Sabu

Client Technical Support Advisor @Concentrix

ON, CA

Diagnosed and troubleshot client devices, providing expert solutions to enhance performance and resolve technical issues efficiently.• Assisted customers with disabled accounts, guiding them through restoration processes, fraud detection, refund processing, and security measures.• Applied fraud prevention techniques to monitor transactions, identify suspicious activity, and safeguard customer accounts.• Reduced resolution time by 30% for escalated technical cases by collaborating with internal teams and leveraging client-specific tools.• Resolved 50+ customer inquiries daily with a 95% first-call resolution rate, ensuring seamless support for Media and Services.• Maintained a 4.8/5 CSAT score by simplifying troubleshooting steps and delivering clear technical guidance.• Ensured 100% audit accuracy by maintaining detailed, compliant records of customer interactions.• Built strong customer rapport, leading to a 20% increase in positive feedback and repeat interactions.• Consistently exceeded performance targets, securing top rankings in monthly service metrics.