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AbouYara Hosoya

@abouyarahosoya

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Senior Bilingual Support Engineer with a passion for customer support and quality testing.

Tunisia

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What I'm looking for

Looking for a challenging role that leverages my technical expertise and customer-centric approach to drive user experience enhancements and contribute to team objectives.

As a seasoned Senior Bilingual Support Engineer, I have honed my skills in customer support and quality testing, backed by a solid foundation in applications support. With a strong background in the SaaS industry, I excel in providing live channel support and building robust relationships with stakeholders to enhance user experiences.

My technical expertise includes proficiency in tools like Jira, Salesforce, and CRM's, as well as programming concepts such as APIs, low-code scripting, and JSON, Python, HTML, and CSS. I am a self-starter with an empathy-driven approach, always looking to contribute effectively to team objectives and drive continuous improvement efforts.

Throughout my career, I have demonstrated strong communication abilities, technical problem-solving capabilities, and a keen sense of initiative, autonomy, and creativity. I am passionate about delivering exceptional customer service and driving user experience enhancements.

Experience

Work history, roles, and key accomplishments

Current

Senior Bilingual Technical Support Engineer

Current

IP-label Group

Feb 2023 - Present (2 years 4 months)

As a Senior Bilingual Technical Support Engineer, I provide on-site installation and diagnosis of the Ekara platform, deliver customer service through calls and Jira tickets, and lead the creation of monitors and test plans for various platforms. I also conduct customer training and act as a technical liaison for continuous improvement.

Technical Support Jira Customer Training SaaS Bilingualism

Associate Bilingual Technical Support Engineer

IP-label Group

Apr 2022 - Feb 2023 (10 months)

In my role as an Associate Bilingual Technical Support Engineer, I developed training materials, established customer accounts, and monitored service levels. I also facilitated customer meetings and managed operations using Jira, ensuring efficient workflow management.

Jira Support Management Bilingualism

Bilingual Customer Support Representative

Booking.com at Assist Digital

Oct 2021 - Apr 2022 (6 months)

As a Bilingual Customer Support Representative, I provided exceptional support in French and English through various channels, resolving medium to high complexity issues and prioritizing customer satisfaction in every interaction.

Bilingualism Customer Satisfaction Customer Support

Customer Service Technical Support | Print Designer

Easyflyer at Cimpress

Feb 2019 - Oct 2021 (2 years 8 months)

As a Customer Service Technical Support and Print Designer, I managed customer design requests, utilized Salesforce for tracking interactions, and provided technical support by diagnosing design issues and collaborating with production teams.

Design Management Salesforce Interaction Technical Support Collaboration Customer Support Print Production

Digital Content Associate

Pixartprinting at Cimpress

Feb 2020 - Oct 2021 (1 year 8 months)

In my role as a Digital Content Associate, I managed and updated product catalogs, collaborated with marketing teams to improve KPIs, and contributed to the web production lifecycle, ensuring optimal website performance.

Content Collaboration