Zaid Malek

Technical Support Representative @Kellyconnect Contact Center Solutions

ON, CA

Efficiently document all call activities in an online technical support database, ensuring comprehensive updates to the knowledge base for future use.• Leverage detailed documentation and training resources to diagnose, resolve, or escalate customer inquiries, ensuring timely and effective solutions.• Facilitate seamless data migration by assisting customers with device backups and resolving related issues, including music, contacts, apps, photos, and videos.• Diagnose physical damage, isolate hardware issues, and coordinate appropriate resolutions, including mail-in repairs or in-store appointments.• Manage account security by unlocking accounts and resetting security questions with precision and professionalism.• Educate customers on warranty options, protection plans, and repair services, delivering clear and concise support.• Provide tailored assistance to customers with multiple products and shared accounts, ensuring seamless integration and functionality.• Troubleshoot Mac system password issues, including forgotten passwords and system lockouts, ensuring secure and efficient recovery.• Resolve mobile device security lockouts by guiding customers through PC or Mac integration processes to unlock their devices. Notable Achievements:• Consistently deliver exceptional customer experiences, achieving a 95% customer satisfaction rate, exceeding the Line of Business average of 89%.

Conestoga College

Postgraduate Degree, Information technology business analyst

Ganpat University

Bachelor’s Degree, B.SC.IT (IMS)

Gujarat University

Master’s Degree, IT- IMS