Technical Engineer
SALAM Technology
مجموع سنوات الخبرة :4 years, 9 أشهر
Able to worked and performed well with a multinational team.
Represent SALAM (former Omnix) as an Outsourced Technical Engineer for QTel IPTV-TV censoring.
Monitored 9 channels for any inappropriate scenes and edit the contents using AirEdit software provided by the client.
Followed the detailed guidelines for censorship which is based on nudity and pornographic scenes that needs to be cut or censored using the tools.
Performed real time quality check for every movie and TV series of the channels before it will air on TV.
Maintained log of the censored content and submit daily activity report for future reference.
Worked in a 24/7 job in 3 different shift.
Able to finished other task in due time assigned by SALAM such like configuring 5000 new laptops in 1 month.
Carried out QA call evaluation functions as assigned by the QA manager.
Prepared quality assurance reports and evaluated employees in their quality performances.
Reviewing and implementing informational changes for new and existing procedures.
Documented all conducted evaluations and coordinated all results with the supervisors for coaching.
Monitored workflow queue and compliance to regulations for technical support agents to ensure optimum utilization of systems.
Submits weekly reports for proper documentations to be submitted to each supervisor for coaching opportunity for their agents’ improvement.
Participates in weekly calibration for maintaining effective call flow and update changes of policy and procedure.
Handled and resolved inbound troubleshooting calls.
Pursue a personal development program aimed at improving skills and knowledge to increase effectiveness.
Strike a positive and cooperative tone with both customer and co-workers.
Support internet connection for Australian customer
Responsible for providing technical support in ADSL and Wireless issues, software issues, email, log-in and passwords issues.
Responsible for supporting approved modem or router for WIFI setup.
Create case ID and escalate issues that require attention in a timely manner.
Assist customer with difficult technical problems using remote assistance provided by the client to ensure 100 percent resolved issue and excellent customer experience.
Deliver up to date information for customer query.
Assigned as POC (Point of Contact) or Personal Assistant of the Supervisor for support in the team and responsible for creating summary reports, trackers and call evaluation of each member.
Done other duties as assigned.
Deliver world class customer service and build customer satisfaction.
Strike a positive and cooperative tone with both customer and co-workers.
Conduct external call evaluations for XBOX agents in Austin and Texarkana Texas, America based employee and ensure agents are in compliance with applicable regulatory requirements.
Monitoring and Coaching new and existing employees on job performance issues.
Monitors and provides assistance with quality assurance and compliance functions, including regulations related to XBOX 360 Hardware and XBOX LIVE online games.
Participates in weekly calibration for maintaining effective call flow and update changes of policy and procedure.
Responsible for submitting minutes of meeting for weekly calibration.
Maintain up to date information on updates and changes to national and international regulations related to company procedures and objectives.
Submits weekly reports for proper documentations to be submitted to each Team Captain for coaching opportunity for their agents’ improvement.
Performs other quality related functions as required.
Provide Customer Service for XBOX 360 hardware, version 1 console and XBOX LIVE both America and Canada.
Responsible for providing technical support for XBOX 360 and XBOX Version 1 for hardware issues, media center connection thru console, repair and fulfillment for console and accessories, follow up service request and repair status.
Responsible for providing technical support on XBOX LIVE for internet connectivity of the console, game issues, login issues and passwords.
Create report and reference number on every call to keep track all transaction made during the call.
Strive for one call resolution in every customer’s issue.
Deliver world class customer service and build customer satisfaction.
Provide effective and timely resolution of a range of customer inquiries.
Completed training to stay abreast of product, service and policy changes.
Increase the customer experience by providing information on new products and services.
Strike a positive and cooperative tone with both customer and co-workers
Received Medal and award for Most Outstanding Thesis of the year 2007 for Online Job Application System.