Emmanuel kwakye

Technical Support Specialist

Clipboard Health

Oct 2022 - Current (3 years 7 months)

• Served as primary owner for escalated accounts, developing action plans and tracking resolution progress in Zendesk while maintaining proactive customer communication via email, chat, and phone. • Consistently exceeded SLA targets, resolving 98% of technical issues within 24-48 hours while creating and updating knowledge base articles in Confluence. • Acted as liaison between customers and internal teams, documenting bugs in Jira and following up on feature requests to ensure customer needs were addressed. • Troubleshoot technical issues using basic SQL queries in Metabase to investigate user data and identify patterns in reported problems. • Maintained 95% customer satisfaction rating while managing 50-60 daily tickets across Zendes

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Technical Customer Success Specialist

Planet Network International

Aug 2020 - Aug 2022 (2 years 1 month)

• Met with clients daily to deliver professional services and built strong relationships by understanding their unique business needs and providing tailored solutions that aligned with their strategic objectives. • Worked offline to complete complex tasks assigned by clients while managing multiple concurrent projects in a fast-paced, high-pressure environment, consistently meeting deadlines across all deliverables. • Collaborated extensively with Customer Success and Research and Development teams to ensure seamless customer experience, facilitating cross-functional communication and coordinating technical solutions. • Partnered with Product teams to create comprehensive documentation, user guides, and feature specifications while prov

Customer Support Associate

Vodafone

Feb 2020 - Aug 2020 (7 months)

• Diagnosed and resolved mobile device, network connectivity, billing, and account issues for residential customers. • Provided technical support through phone, email, and chat using Jira Service Desk, achieving 91% customer satisfaction. • Reduced average call time through efficient troubleshooting and clear communication. • Handled 80+ tickets daily while maintaining a 90% first-call resolution rate for common technical issues. • Assisted customers with device setup, password resets, email configuration, and basic network troubleshooting • Escalated complex technical issues to Tier 2 support with detailed notes, reducing repeat contacts. • Worked with a team of 50 technical support engineers who provided Tier 2 support for 4G issue

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IT Help Desk Support

Minnesota Sports Services

May 2019 - Sep 2019 (5 months)

• Provided first-level technical support to 100+ employees, resolving password resets, printer issues, and software problems. • Assisted in setting up and configuring 30+ POS machines, following setup guides and ensuring proper network connectivity. • Helped implement an inventory tracking spreadsheet that improved equipment management and reduced loss by 90%. • Supported hardware deployment, including desktop computers, monitors, printers, and basic peripherals. • Responded to help desk tickets via email and resolved issues through desk visits or phone support.

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