Antony Famba
Technical Support Assistant
Nairobi
Summary
At Lantern Software, I excelled as a Technical Support Assistant, resolving 50+ daily tickets with a 95% satisfaction rate. My expertise in remote support and customer service significantly reduced resolution times and improved process efficiency. I spearheaded a documentation initiative that cut queries by 25%, showcasing my ability to blend technical acumen with exceptional interpersonal skills.
Overview
1
1
year of professional experience
Work History
Technical Support Assistant
Lantern Software
Ohio, Cinnicati
01.2024 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Managed and resolved 50+ technical support tickets daily while maintaining a 95% customer satisfaction rate
- Provided comprehensive remote assistance to customers through multiple channels (email, phone, chat), achieving an average response time of under 2 hours
- Developed and maintained detailed documentation for 100+ common technical issues, reducing repeated queries by 25%
- Collaborated with a team of 10 support specialists to improve support processes and reduce average resolution time from 24 to 16 hours
- Implemented a new ticket categorization system that improved routing efficiency by 40%
- Conducted basic training sessions for new users on common software platforms and troubleshooting procedures
- Maintained detailed records of all customer interactions and solutions provided using help desk software
- Boosted customer retention by building rapport and addressing concerns in a timely manner.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Collaborated with cross-functional teams to identify recurring issues, leading to improved product quality.
- Monitored system performance metrics regularly, identifying potential areas for improvement within the technical support department.
- Provided remote assistance using screen-sharing tools, facilitating faster resolutions without requiring onsite visits.
- Navigated multiple systems simultaneously during customer interactions, ensuring accurate information was provided at all times.
- Developed comprehensive support documentation, simplifying issue resolution for both customers and colleagues.
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication.
- Handled high volumes of incoming calls professionally while maintaining a calm demeanor under pressure.
- Managed escalated cases effectively, collaborating with senior technicians to resolve complex problems quickly.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Applied Computing
KCA University
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Remote support
Printer support
Software installation
Ticket management
Customer service
Calendar management
Social media updating
Meeting scheduling
CRM management
Technical Tools & Software
- Customer Service Platforms: Zendesk, Freshdesk, Intercom
- Communication Tools: G Suite, Zoom, Slack, Microsoft Teams
- E-commerce Platforms: Basic knowledge of Shopify, WooCommerce
- Project Management: Trello, Asana
- CRM Systems: Basic Salesforce knowledge
- Help Desk Software: ServiceNow, JIRA Service Desk
- Video Conferencing Platforms: Zoom, Google Meet
- Operating Systems: Windows, macOS, Linux
Timeline
Technical Support Assistant
Lantern Software
01.2024 - Current
Bachelor of Science - Applied Computing
KCA University
04.2001 -
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