Sundeed Shan
@sundeedshan1
Senior Technical Support Specialist at Motive, sustaining 96–97% CSAT across 2024–2026.
PakistanWhat I'm looking for
At Motive, I handled complex hardware and software issues for fleet management and telematics customers, sustaining 96–97% CSAT across 2024, 2025, and 2026. I was promoted to Senior L2 for consistent performance, accuracy, and ownership.
At Motive, I also guided customers through setup and troubleshooting, escalated recurring issues to the teams that could address them, and mentored new agents. Earlier, at Best Buy Mall (BBM), I resolved customer inquiries and proposed a call flow that management adopted.
Experience
Work history, roles, and key accomplishments
Handled high-volume inbound technical queries, resolving complex hardware and software issues through structured troubleshooting and root-cause analysis. Prioritized requests by urgency and SLA, escalated to relevant teams, and mentored new agents.
Technical Support Specialist
Best Buy Mall (BBM)
Jul 2021 - Sep 2023 (2 years 2 months)
Resolved 100+ customer inquiries weekly by phone and email, consistently exceeding targets and maintaining a 97% average CSAT. Proposed a more effective call-handling script and trained new employees in customer service best practices.
Customer Success Specialist
First Idea Web Development Pvt Ltd
Jun 2018 - Aug 2019 (1 year 2 months)
Managed a high volume of client accounts with the sales team, built long-term relationships, troubleshot and optimized campaigns, and relayed client feedback to the Product team.
Education
Degrees, certifications, and relevant coursework
Yunnan Forestry Technological College
Diploma, Computer Sciences
2019 - 2022
Diploma in Computer Sciences from Yunnan Forestry Technological College, completed from 2019 to 2022.
Garrison Academy
Intermediate, Computer Science
2015 - 2017
Intermediate in Computer Science from Garrison Academy, completed from 2015 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Salary expectations
Social media
Interested in hiring Sundeed?
You can contact Sundeed and 90k+ other talented remote workers on Himalayas.
Message SundeedGet 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!
