Mayazul Marzan
@mayazulmarzan
Technical Support Lead who mentors teams, troubleshoots complex issues, and improves support processes for better user experience.
CanadaWhat I'm looking for
I’m a Technical Support Lead with experience overseeing day-to-day technical support operations and helping teams deliver high-quality customer outcomes. I mentor and coach technical support staff, develop team KPIs, and continuously review support processes and documentation for improvement.
I’ve provided customer and technical support remotely, crafting clear, empathetic responses while identifying, classifying, troubleshooting, and resolving partner- and customer-facing issues. I partner cross-functionally with engineering and product teams, contribute to new knowledge base articles, and support operational delivery and UAT for new product and feature releases.
Experience
Work history, roles, and key accomplishments
Technical Support Lead
MyBlueprint
Aug 2023 - Present (2 years 11 months)
Oversee the day-to-day operations of the technical support team, providing mentorship, coaching, and training. Monitor support KPIs, improve technical support processes and documentation, and contribute to new knowledge base articles and UAT for new releases.
Provide customer support by identifying, classifying, troubleshooting, and resolving technical issues. Partner with engineering and product teams to verify fixes, resolve support cases, and identify improvements to enhance the customer experience.
Taxpayers Services Agent
Government of Canada
Dec 2019 - Oct 2020 (10 months)
Address inquiries related to individuals’ income tax matters and CRA-administered programs and accounts, ensuring timely and accurate responses. Perform tax-related calculations and facilitate payment arrangements within established parameters.
Customer Contact Center Agent
Worked as a customer contact center agent providing customer service in a call-center setting for a financial group.
Bilingual Customer Service Consultant
Provided bilingual customer service support as a customer service consultant for a communications company.
Bell Canada Collection Agent
Affinity Global
Worked as a collection agent for Bell Canada, handling customer collection-related inquiries and follow-ups.
Education
Degrees, certifications, and relevant coursework
College de Maisonneuve
College Diploma, Social Science
Completed a college diploma in Social Science at College de Maisonneuve in 2014.
Ecole Secondaire Mgr-Richard
High School Diploma, High School
Earned a high school diploma from Ecole Secondaire Mgr-Richard in 2011.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
Interested in hiring Mayazul?
You can contact Mayazul and 90k+ other talented remote workers on Himalayas.
Message MayazulGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
