Saqib Qureshi

Tier 2 Customer Support Engineer @Enghouse Interactive

Markham, ON, CA

Providing excellent technical support via phone, email and support portalConsistently using active listening skills with a focus on capturing client needs, urgency and issue detailsTake full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all of our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfactionManage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge baseReplicating issues reported by clients and working Engineering Teams to deliver solutionsDetermine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action stepsUse phone/email/video consultation to debug network system problems of increasing levels of complexityAcquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general useAccurately and completely document problems and solutions on case notesNotify the management team of any potential escalations or complex problems in a timely mannerNight and weekend on-call duty required on a rotating basisHTML, JavaScript, XML, networking, IIS, UBUNTU linux

DeVry Institute of Technology

Bseet, Electronics Engineering

DeVry Institute of Technology

BSc, Electrical and Electronics Engineering