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Nigel Sekyere

@nigelsekyere

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Proactive Customer Support Specialist with 5+ years of experience in remote and SaaS environments.

Ghana

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What I'm looking for

Seeking a Level-1 Triage role in a dynamic tech support team to leverage my technical expertise and training experience.

As a dedicated and tech-savvy Customer Support Specialist, I bring over five years of experience in managing customer inquiries, incident management, and technical troubleshooting within remote and SaaS environments. My expertise lies in first-level remediation, ticket triage, and effective customer communication, with a strong command of tools like Zendesk, Jira, and Microsoft SharePoint.

In my current role at Bolt Technology OÜ, I have excelled in managing Tier 2 escalated cases across Ghana and Kenya, consistently achieving high customer satisfaction and the fastest resolution times. I have also led onboarding and training for new Tier 1 specialists, ensuring they are well-equipped with the necessary tools and processes to deliver exceptional support.

My professional journey includes roles such as Administrative Assistant at Vaniado, where I supported sales forecasting and maintained accurate customer databases, and as a Public Relations & Customer Service Coordinator at Afronation Festival Africa, where I effectively managed customer inquiries and feedback to enhance brand reputation.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Specialist

Current

Bolt Technology OÜ

Aug 2023 - Present (1 year 9 months)

Managing Tier 2 escalated cases for customers in Ghana and Kenya, achieving high customer satisfaction rates. Monitoring and assigning tickets in Zendesk and Jira, and leading onboarding for new Tier 1 specialists.

Customer Support Incident Management Zendesk Jira Technical Troubleshooting Training Communication Customer Satisfaction

Administrative Assistant

Vaniado

Feb 2022 - Sep 2023 (1 year 7 months)

Supported sales forecasting by maintaining customer databases and managing inquiries. Ensured timely resolution of issues and trained new sales recruits on customer service protocols.

Customer Management Sales Forecasting Communication Customer Service Training Problem Solving Brand Awareness

Public Relations & Customer Service Coordinator

Afronation Festival Africa, Ghana

Sep 2022 - Dec 2022 (3 months)

Coordinated advertisement campaigns and managed customer inquiries, resolving complaints to enhance satisfaction and contribute to a positive brand reputation.

Public Relations Customer Service Communication Campaign Management Brand Awareness

Microsoft SharePoint Administrator

Waterfalls Church, London

Mar 2021 - Nov 2021 (8 months)

Developed and managed websites for communication and collaboration, utilizing Microsoft Teams and Zoom for coordination and generating reports for tracking data.

Communication Data Analysis Microsoft Teams Zoom

IT Officer

National Commission for Civic Education (NSS)

Aug 2020 - Oct 2020 (2 months)

Conducted routine checks on IoT devices and collaborated with service providers to ensure reliable connectivity, demonstrating technical troubleshooting skills.

Technical Troubleshooting IoT Collaboration Problem Solving

Front-End Developer (Remote)

Vouchstar.com, London, UK

Pitched website functionality to stakeholders and designed user interfaces for seamless experiences, emphasizing attention to detail and user experience.

User Interface Design Communication Stakeholder Engagement Attention To Detail User Experience

Education

Degrees, certifications, and relevant coursework

Ghana Institute of Management and Public Administration

Bachelor of Science, Information Communications Technology

Activities and societies: President, Ghana United Nations Students Association, GIMPA (2017-2019); Volunteer, Ghana Institute of Clinical Genetics, KBTH; Executive Without Portfolio, Tema Secondary School (2014)

Bachelor of Science in Information Communications Technology, focusing on the integration of technology and communication in various sectors.