At Jumia Global, I managed customer questions about orders, payments, delivery, accounts, and platform issues across chat, phone, and email. I reviewed order details and uploaded purchase orders into the company system.
I documented cases in Zendesk and Salesforce, followed up on unresolved issues, and coordinated with internal teams to keep customers updated through resolution. My work helped maintain a 95%+ customer satisfaction rate.
As a Technical Support Specialist at TechNova Solutions, I troubleshot Windows, software, login, internet, Wi-Fi, and device connectivity problems. I guided customers through password resets and other step-by-step solutions, helping reduce repeat support requests by 25%.
I also documented software errors and escalated complex technical cases to the appropriate team while maintaining a 95%+ SLA compliance rate. I use tools including Zendesk, Salesforce, HubSpot, Freshdesk, and Google Workspace.
