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The moroccan

@themoroccan

Customer support specialist at Concentrix who resolved software, subscription, billing, and payout inquiries with a 95%+ CSAT rating.

Morocco

Message

At Concentrix, I provided L1 customer and technical support in French and English through live chat, email ticketing, and phone. I resolved inquiries about software features, subscriptions, billing, and transaction or payout statuses, earning a 95%+ CSAT rating.

I used Salesforce and Zendesk alongside internal knowledge bases to troubleshoot issues and escalate recurring bugs to Tier-2 teams. My computer science studies also included Python projects in statistical analysis and real-time anomaly detection in logistics.

Experience

Work history, roles, and key accomplishments

Bilingual Customer & Technical Support Specialist

Concentrix

Provided L1 customer and technical support via live chat, email, and phone in French and English. Resolved inquiries on software features, subscriptions, billing, and transactions while maintaining high CSAT and SLA adherence.

L1 Technical Support Live Chat Email Ticketing Phone Support Salesforce Zendesk Knowledge Base Troubleshooting Escalation Management CSAT FCR SLA WFM SOP流程设计

Education

Degrees, certifications, and relevant coursework

China Jiliang University

Bachelor of Computer Science and Technology, Computer Science and Technology

2023 -

Bachelor of Computer Science and Technology from China Jiliang University, Hangzhou, from September 2023 to July 2026. Specialized in computer science fundamentals including data structures, algorithms, and database management.