Arslan User

I’m a Technical Support Specialist and experienced communicator with 3+ years of experience leading high-performing support work in inbound and outbound environments. I’m bilingual in English and Urdu, and I focus on a tech-forward, customer-centric approach that improves retention and satisfaction.

In my current role as a Technical Support Representative (promoted from Tech 0.5 to 1.0), I support Canadian residential and business customers across FTTH, FTTB, FTTN, DSL, Cable, VoIP, and IPTV infrastructures. Using specialized back-office diagnostic tools, I identify network faults, implement solutions, and coordinate with on-site technicians to minimize downtime.

I streamline workflows and reduce resolution times by leveraging CRM platforms and ticketing systems. By managing and escalating tickets with precision, I consistently improve resolution times while maintaining strong client rapport and troubleshooting complex technical issues.

Before this, I worked in sales and operations—managing commercial business solutions for utilities, handling Merchant Solutions for POS systems and terminals, and leading dispatch operations in a remote call center setting. Across every role, I coach teams toward KPIs, strengthen client engagement, and bring disciplined problem-solving and critical thinking to day-to-day execution.