Open to opportunities

Faisal khan

@faisalkhan16

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Tier 2 customer support specialist specializing in US/UK escalations, de-escalation, and FCR.

India

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What I'm looking for

I’m looking for a customer support role where I can own escalations, deliver FCR, and grow with a team that values CSAT/KPIs, strong troubleshooting, and continuous process improvements through coaching and knowledge sharing.

I’m a results-driven Tier 2 Customer Support Specialist with 3+ years of experience in international voice, chat, and email support. I handle escalated queries for US & UK markets, delivering advanced troubleshooting and account-level resolutions beyond Tier 1 scope.

I de-escalate difficult situations, drive first-call resolution (FCR), and consistently meet CSAT and KPI targets while maintaining strict SLA adherence. I also mentor Tier 1 agents, flag recurring issue trends, and support knowledge base updates to improve continuous process outcomes.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Customer Support

Current

TaskUs

Mar 2025 - Present (1 year 3 months)

Handle escalated US/UK customer queries via live chat, email, and voice, delivering advanced troubleshooting and account-level resolutions beyond Tier 1 scope within strict SLAs. Meet KPI targets (CSAT, AHT, QA) while mentoring Tier 1 agents and updating the knowledge base to reduce recurring issues.

Live Chat Email Support Voice support Zendesk Salesforce Ticketing Troubleshooting SLA CSAT KPI Management Mentoring

Customer Support Executive

Teleperformance

Mar 2024 - Nov 2024 (8 months)

Managed 80–100+ daily US customer contacts across voice, live chat, and email for an ecommerce delivery platform, consistently achieving first-call resolution (FCR). Resolved escalations such as missing orders, payment disputes, refund requests, and delivery issues while maintaining CSAT above target and logging outcomes in Zendesk/Salesforce with full audit-trail compliance.

Customer Support FCR (First Call Resolution)Voice support Live Chat Email Support Zendesk Salesforce Complaint Resolution CSAT Escalation Handling

IT Support Engineer

TBI Technologies

Oct 2021 - Sep 2023 (1 year 11 months)

Provided Tier 1 and Tier 2 technical support to international and domestic clients via telephone and email, resolving hardware, software, and connectivity issues efficiently. Built and maintained a structured ticketing workflow to prioritize and resolve requests, and supported end-to-end onboarding and training for 20+ clients with positive feedback.

Technical Support Tier 1 Support Tier 2 Support Ticketing Troubleshooting Client Onboarding Software Training Remote Support Active Directory

Education

Degrees, certifications, and relevant coursework

Sagar Institute of Research Technology and Science

Bachelor of Engineering, Computer Science

Grade: CGPA: 7.1/10

Earned a Bachelor of Engineering in Computer Science at Sagar Institute of Research Technology and Science, Bhopal. Graduated in 2018 with a CGPA of 7.1/10.