Sami U. Nawab

Customer Care Technical Support Specialist @Space42

Abu Dhabi, AE

Customer Support & Service Management:Manage end-to-end customer interactions via phone, email, and social media, ensuring seamless support for satellite voice, data, tracking, and maritime communication services. Provide technical assistance for satellite phone activations, data connectivity issues, and terminal troubleshooting. Guide customers through satellite network registration and firmware updates, Handle escalations related to network service availability, and device malfunctions,Sales & Pre-Sales Support:Assist customers and partners in selecting the right satellite communication solutions for land, maritime and aviation applications. Support sales teams with pricing inquiries, service plans and technical specifications for sat phones, broadband terminals, and IoT tracking solutions. Process new activations, service renewals, plan upgrades, and hardware provisioning. Ensure accurate documentation and compliance.Team Leadership & Management:Lead and mentor a team of customer support representatives, ensuring high service standards and adherence to SLAs. Conduct training sessions on satellite communication technology, troubleshooting, and customer handling best practices.B2B & Enterprise Customer Support:Act as a key point of contact for service providers and enterprise users requiring mission-critical satellite communications. Support B2B partners and resellers in managing bulk activations, provisioning, and troubleshooting satellite terminals. Coordinate with technical teams to ensure uninterrupted satellite services for remote operations, emergency response, and defense applications. Provide dedicated account management support to enterprise clients, ensuring premium service levels and proactive issue resolution.Key Account Management & Retention:Build and maintain strong relationships with key accounts in industries such as maritime, oil & gas, defense, and disaster response. Conduct periodic service reviews with high-value clients,

Iqra Educational & Technical Institute

2 Years Associate Diploma (Equivalent to Associate Degree)

University of Swat

Bachelor's degree