sayeda User
@sayedauser
IT customer support and business development specialist delivering SLA-first SaaS support and consultative sales.
United Arab EmiratesWhat I'm looking for
I’m an IT Customer Support and Business Development professional with 2+ years of experience across SaaS support and B2C environments. I combine Tier1 technical support and remote troubleshooting with CRM-driven customer engagement to resolve issues quickly and drive revenue through solution-focused conversations.
At AquilaSoftware (Remote), I consistently delivered Tier1 remote support by resolving 95 percent of tickets within SLA, month after month. I improved product outcomes by reducing escalations by 30 percent through accurate first-contact resolutions, investigating reproducible defects to support faster Tier2 resolution, and monitoring daily backups to maintain 100 percent data integrity and uninterrupted system availability.
Previously at DoTok Communications LLC (Dubai), I strengthened retention and conversions through consultative selling and personalised post-sales support. I also enabled sales teams with technical product training, handled client query journeys end-to-end, and analysed customer feedback trends to optimise recurring service concerns while contributing to better onboarding and satisfaction.
Experience
Work history, roles, and key accomplishments
IT Customer Support Executive
AquilaSoftware
Apr 2024 - Feb 2026 (1 year 10 months)
Provided Tier 1 remote technical support, consistently resolving 95% of tickets within SLA. Reduced escalations by 30% through first-contact resolutions and supported system reliability by monitoring daily backups for 100% data integrity.
Sales Executive
DoTok Communications LLC
May 2023 - Apr 2024 (11 months)
Recommended tailored plans by analysing customer needs, improving conversion rates and average deal value. Strengthened retention with personalised post-sales support, delivered technical product training to sales agents, and analysed customer feedback to resolve recurring issues.
Education
Degrees, certifications, and relevant coursework
Visvesvaraya Technological University
Bachelor of Engineering, Computer Science
2018 - 2022
Bachelor of Engineering in Computer Science at Visvesvaraya Technological University from 2018 to 2022.
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
Skills
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