kay khan
@kaykhan
Technical Support Specialist leveraging SaaS troubleshooting and software engineering skills to resolve issues fast.
PakistanWhat I'm looking for
I’m a Technical Support Specialist supporting Routeware, a cloud-based waste management and recycling SaaS platform. I help clients through phone, email, Zoom, Slack, and Zendesk—troubleshooting issues across scheduling, routing, billing, reporting, user workflows, and core platform functionality.
Before this, I worked at IBEX Global Solutions on the Walmart campaign as a Customer Service Representative and later an Escalation Desk Executive. I handled complex, high-priority escalations independently, resolved cases related to orders, billing, accounts, refunds, and delivery concerns, and maintained accurate documentation of every step.
Alongside support work, I build strong technical capabilities in Python, SQL, C++, and structured data handling (CSV processing, data cleaning, validation, and Excel reporting). My final year project focuses on deep learning-based tumor detection and classification from multi-modal medical imaging, reinforcing my curiosity for AI workflows and careful, evidence-based troubleshooting.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Outsource Tel
Sep 2025 - Present (9 months)
Provided technical support for Routeware (EnCORE) SaaS, troubleshooting scheduling, routing, billing, reporting, and user workflow issues while assisting clients via phone, email, Zoom, Slack, and Zendesk. Documented troubleshooting steps, reproduced reported problems when possible, and escalated unresolved defects to internal teams to maintain service continuity.
Escalation Desk Executive
IBEX Global Solutions
Aug 2024 - Mar 2025 (7 months)
Handled high-priority customer escalations from Tier 1 agents for the Walmart campaign, resolving issues across orders, billing, accounts, refunds, delivery concerns, and service complaints. Coordinated with internal departments to investigate cases, validate information, and document resolution steps with calm, ownership-focused communication.
Customer Service Representative
IBEX Global Solutions
Mar 2023 - Jul 2024 (1 year 4 months)
Provided voice-campaign customer support for Walmart, assisting with orders, tracking, accounts, complaints, and general service inquiries while maintaining an average quality score of 88%. Followed escalation protocols for complex cases and accurately documented interactions, issue details, and actions taken.
Education
Degrees, certifications, and relevant coursework
University of Management and Technology (UMT), Lahore
Bachelor of Science in Software Engineering, Software Engineering
2022 -
B.S. in Software Engineering (in progress) at UMT, Lahore, started in September 2022.
PEARL Institute of IT, Quetta
Diploma in English Language, English Language
Completed a Diploma in English Language with a stated duration of 1.5 years at PEARL Institute of IT in Quetta.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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