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Ali Tahir

@alitahir6

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Customer Support Manager at Skyware Technology, resolving product issues for US-based and Pakistani clients.

Pakistan

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Customer Support Executive with 3+ years of experience responding to customer inquiries and resolving issues via phone, email, chat, and ticketing systems for US-based clients. Proven ability to diagnose and resolve product and service-related issues, escalate complex cases with proper documentation, maintain accurate CRM records, and adhere to SLA targets consistently. Experienced supporting SaaS products, web applications, and e-commerce platforms with a strong investigative mindset focused on identifying root causes. Empathetic, professional, and collaborative with excellent written and verbal English communication skills and a sustained 95%+ customer satisfaction track record.

Experience

Work history, roles, and key accomplishments

Current

Founder & Customer Support Manager

Current

Skyware Technology

Aug 2025 - Present (1 year 2 months)

Served as primary point of contact for customer inquiries, troubleshooting product-related concerns and documenting all interactions. Identified recurring issue patterns and escalated findings to improve processes.

Customer Support Troubleshooting Documentation Process Improvement Email Support Live Chat

Customer Support Executive

Webmantis

Oct 2024 - Jan 2026 (1 year 3 months)

Responded to customer inquiries via email, chat, and ticketing systems, diagnosing and resolving product and service issues for web management and e-commerce clients. Escalated complex cases with documentation and maintained accurate CRM records.

Zendesk Freshdesk CRM SLA Root Cause Analysis Escalation Management Documentation Knowledge Base Ecommerce Web Applications

Customer Support Representative

Syno BPO

Jul 2024 - Jun 2025 (11 months)

Managed 100+ daily customer interactions via phone, email, and CRM platforms, utilizing Zendesk and Freshdesk to document and resolve issues. Sustained a 95% CSAT score and collaborated with internal teams on escalations.

Zendesk Freshdesk CRM SLA Root Cause Analysis CSAT Escalation Management Phone Support Email Support

Website & Operations Manager

TheGlobalGaming / Aufbeng Global

Mar 2022 - Apr 2023 (1 year 1 month)

Managed customer-facing digital operations and produced written content for UK and international audiences. Drove a 45% increase in organic traffic through targeted SEO and content optimisation.

SEO Content Optimization Digital Operations Written Communication Web Management

Customer Coordination Specialist

Fullmen Engineering

May 2022 - Oct 2022 (5 months)

Served as primary customer contact for product concerns, troubleshooting issues and coordinating resolutions. Maintained accurate records and identified recurring patterns to contribute to product improvements.

Customer Support Troubleshooting Documentation Escalation Management Coordination

Education

Degrees, certifications, and relevant coursework

Air University

Bachelor of Science, Cyber Security

Pursuing a Bachelor of Science in Cyber Security with relevant coursework in network security, information systems, and computer science fundamentals.