Open to opportunities

Azeem Hassan

@azeemhassan

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Technical Support Specialist with 8+ years supporting SaaS and workforce/HRIS platforms.

Pakistan

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What I'm looking for

I’m looking for a role where I can support SaaS and workforce/HRIS integrations end-to-end, lead incident resolution under SLAs, and partner with engineering on fixes—while using Salesforce, Power BI, and process improvement to drive customer outcomes.

I’m a Technical Support Specialist with 8+ years of progressive experience supporting SaaS applications, workforce management platforms, and enterprise software solutions. At TimeClock Plus, I handle advanced support across cloud platforms and biometric devices, performing root cause analysis and incident management to resolve software, hardware, network, and integration issues.

I also bring leadership and quality strengths, including Team Lead and Team Coach roles where I monitored SLA performance, coached escalation management, and standardized QA guidelines. Using Salesforce and Power BI reporting, I’ve improved operational KPIs and supported data-driven customer service outcomes.

I focus on clear technical guidance, strong technical documentation, and SLA-driven delivery—configuring workforce management settings, accrual policies, access permissions, and HRIS/payroll integration synchronization. I collaborate with Product Development, Engineering, and Tier 3 teams to investigate defects and optimize processes that improve resolution efficiency.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

TimeClock Plus (TCP Software)

Nov 2025 - Present (7 months)

Provide advanced SaaS and enterprise software support for TimeClock Plus workforce management, troubleshooting complex software, hardware, network, and integration issues. Conduct root cause analysis, manage incidents, configure workforce settings and payroll/HRIS integrations, and create technical documentation for faster resolution.

SaaS Support Technical Troubleshooting Incident Management Root Cause Analysis System Configuration HRIS Integration Workforce Management Systems Network Troubleshooting Technical Documentation Knowledge Base Management

Team Lead

IBEX (Amazon Business)

Apr 2025 - Oct 2025 (6 months)

Led daily operations of a high-volume B2B customer service team, monitoring SLA performance, response times, and buyer satisfaction. Coached team members on escalation management and standardized QA guidelines to improve operational execution.

Team Leadership SLA Customer Support Operations Escalation Management Quality Assurance Coaching Performance Monitoring Metrics Analysis B2B Customer Support

Team Coach

Venus Et Fleur

Aug 2023 - Mar 2025 (1 year 7 months)

Coached and mentored customer service representatives handling phone, email, and chat support. Tracked customer requirements, supported accurate issue resolution, and promoted knowledge sharing and customer engagement.

Coaching Customers Multichannel Support Phone Support Email Support Chat Support Knowledge Sharing Customer Engagement Collaboration

Operations Supervisor

IBEX (Western Union)

Jul 2021 - Aug 2023 (2 years 1 month)

Supervised operations for a customer service team, using Salesforce to streamline workflows and manage team performance. Developed performance improvement plans, monitored attendance and productivity, and tracked operational KPIs.

Operations Supervision Salesforce CRM Workflow Management Team Management KPIs

Customer Support Representative

IBEX (Western Union)

Nov 2020 - Jul 2021 (8 months)

Resolved customer inquiries via phone, email, and chat while meeting satisfaction expectations. Managed and supported customer issue handling to ensure timely, accurate responses.

Customer Support Phone Support Email Support Chat Support Customer Satisfaction

Quality Assurance Specialist

IBEX (Western Union)

Oct 2018 - Nov 2020 (2 years 1 month)

Audited customer interactions and used Power BI reporting to improve quality and support efficiency. Applied QA insights to support continuous process improvement and better customer outcomes.

Quality Assurance Power BI Data Analysis Process Improvement

Customer Support Representative

IBEX (Western Union)

Jul 2017 - Oct 2018 (1 year 3 months)

Handled frontline customer inquiries and managed ticket escalations to support timely resolution. Supported accurate case documentation and coordinated escalations when issues required further review.

Multichannel Support Case Management Documentation