Olayinka Kolawole Customer support Analyst L1

Technical support level 2

Concentrix

Jun 2024 - Current (1 year 11 months)

As a technical support representative, I help customer to troubleshoot different apple devices, such as iPhone, iPad and MacBook laptops and iMac. Providing support with hardware and software issue, guiding the customers using the safeview software to screenshare with the customer educating them on how to resolve issues on their devices. Also, selling different product such as the Apple care plan, answering pre sales questions, helping the customer to choose the right product, providing assistance with post sales inquiry, and handling payment and refund issues.

Product support Analyst

Zipdev, HappyCo

Jun 2023 - Nov 2024 (1 year 6 months)

As a product support Analyst level 1.5, ai handle Zendesk tickets raised by our clients, troubleshooting the reported problem in order to isolate the issue, provide the client with a resolution, and in cases where the issue cannot be resolved at my level, I will raise a ticket to our engineering team, when the issue get resolved, I get informed and I contact the customer back to update them about the resolution and guide them with the process.

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Product support representative

Australian Company Allocated Bullion Exchange (Kinesis Money)

Sep 2022 - May 2025 (2 years 9 months)

Responsible with helping customers with account opening and KYC process, I provide support with issue about trading different crypto currencies, guiding them through the deposit and withdrawal process of fiat currency and crypto currency. Educating the customer about exchanging physical gold and silver to a digital gold and silver with Kinesis. Attending to Zendesk chat and also responding to Salesforce email, escalating unresolved issue to the IT team using the Jira ticket process, communicating the resolution to customer by email.

Customer support Analyst L1

Sinch

Jun 2022 - Current (3 years 11 months)

- Resolve tickets raised by our clients and customers, troubleshoot cases with campaign and wavy, rich SMS, worked using Kibana, Facebook and WhatsApp business, helping our clients to get detailed information on how their campaign is doing.

Technical support / Customer service representative

Alorica

Jan 2017 - Jan 2021 (4 years 1 month)

- As a technical support agent, taking inbounds calls, my duty and responsibility is to help customers troubleshoot and fix any problem they might encounter with any of their devices - In private home and offices, rangind from work station, routers and modem, telephones among others. - Also worked as a customer service agent, helping customer to solve problem while placing their order online, making payment and selecting the best delivery options and rates.

Online technical support representative

Tata Consultancy Services

Jan 2013 - Apr 2017 (4 years 4 months)

- My responsibility in the area of online technical support includes but not limited to receiving inbounds calls from technicians who are physically located at a site - Registring all info on the data base relating to the time of arrival to site, equipment available for installation, problems encounter and resolved while carrying out the instalation. - It was my duty to run some software configuration on all fully installed devices at the installation site, ranging from work stations, routers and modems, access point, printers and scanners. In this area, i worked with the data base, software configuration, data entry and script running using the CMD, to ensure that all devices installed are online, up and running.

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Sales associate

Tunex Travel

Jan 2010 - Jul 2022 (12 years 7 months)

- A part time job, in the area of flight and hotel reservation, one opf my duties is marketing the quality services of the company to people around the world, helping travelers with the best and cheapest flight and hotel, for leisure and job purposes

Olayinka Kolawole

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Olayinka Kolawole