Automation Pro I Certification

Automation Pro II Certification

Developing a Critical Thinking Mindset

Managing Your Emotions at Work

Business Leadership

S.S.L.C

As a Personalised Support Engineer 3, my key responsibilities include:

Customer Support: Provide timely and effective technical support to Twilio customers through various channels like email, chat, and phone. Address their queries, troubleshoot issues, and offer solutions to ensure a positive customer experience.

Issue Resolution: Investigate and diagnose customer-reported issues related to Twilio's communication platform, including voice, messaging, video, and other APIs. Work closely with customers to understand their specific use cases, replicate the problems, and provide appropriate resolutions or workarounds.

Technical Guidance: Offer expert guidance and advice to customers on how to best utilize Twilio's communication APIs, SDKs, and services. Assist customers in integrating Twilio solutions into their applications and troubleshoot any integration-related challenges they may face.

Documentation and Knowledge Sharing: Create and update technical documentation, FAQs, and troub

Personalised Support Engineer 3

As a Technical Support Representative for CLi3L (now Sitel) working with AOL UK customers, my primary responsibilities include:

Customer Technical Support: Assist AOL UK customers with their technical issues, specifically related to dial-up networking using the AOL software. Provide prompt and effective support to troubleshoot and resolve connectivity, network configuration, and software-related problems.

Troubleshooting: Utilize your technical expertise to diagnose and troubleshoot dial-up networking issues faced by AOL UK customers. Analyze error messages, review network settings, and perform troubleshooting steps to identify and resolve the root cause of connectivity problems.

Issue Resolution: Work closely with customers to guide them through the process of resolving dial-up networking issues. Provide step-by-step instructions, offer remote assistance, and ensure that issues are resolved in a timely manner to minimize customer downtime.

Customer Communication: Interact with cus

Technical Support Representative

As a Personalized Support Engineer 4, my key responsibilities include:

Customer Support: Provide timely and effective technical support to Twilio customers through various channels like email, chat, and phone. Address their queries, troubleshoot issues, and offer solutions to ensure a positive customer experience.

Issue Resolution: Investigate and diagnose customer-reported issues related to Twilio's communication platform, including voice, messaging, video, and other APIs. Work closely with customers to understand their specific use cases, replicate the problems, and provide appropriate resolutions or workarounds.

Technical Guidance: Offer expert guidance and advice to customers on how to best utilize Twilio's communication APIs, SDKs, and services. Assist customers in integrating Twilio solutions into their applications and troubleshoot any integration-related challenges they may face.

Documentation and Knowledge Sharing: Create and update technical documentation, FAQs, and troub

Personalized Support Engineer 4

As a Product Support Engineer, my responsibilities included:

Resolve Application Support queries and issues escalated by Product Support Associate (Front Line Support) within specified time limits.

Follow customer support procedures/processes while handling assigned tasks and ensure adherence to resolution timelines.

Take ownership and responsibility for end-to-end issue resolution, escalating when necessary.

Facilitate customers with demo and implementation queries, providing assistance in using the application effectively.

Contribute to the daily maintenance and expansion of the online solutions knowledge base. 
Collaborate effectively with other departments to prevent delays in issue resolution.

Mentor and support allied Support Associates to enhance their product and technical knowledge. 
Share best practices and knowledge with the team to promote continuous improvement.

Stay updated on product and technical knowledge through online resources.

Adapt to changes in Customer S

Product Support Engineer

As a Product Support Associate for Replicon's product suite, my key responsibilities included:

Customer Service and Technical Support: Provide excellent customer service and technical support to current and prospective customers of Replicon's product suite and related environment. Assist customers via phone, and email, addressing their queries, troubleshooting issues, and ensuring a positive customer experience.

Product Configuration and Implementation: Utilize technology in various ways to configure Replicon's products and assist customers in implementing them. Apply your knowledge of the product suite to guide customers through the setup process, customization options, and integration with their existing systems.

Product Knowledge and Improvement: Develop a solid understanding of Replicon's product suite, including its features, functionalities, and limitations. Continuously explore ways to improve the product and suggest enhancements or new features based on customer feedback and

Product Support Associate

- Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Front Line Support).
- Adhere to the customer support procedures/process while dealing with any task assignment.
- Ensure that all assigned requests are addressed within the time limit set by the Product Support Associate.
- Take ownership and responsibility of issues from start through to a successful resolution.
- Follow the escalation process in effect, to speed up the resolution.
- Facilitate customers with their demo / implementation queries and in the use of application.
- Contribute to the online solutions knowledge base on a daily basis.
- Effective & efficient working in partnership with other departments to prevent delay in resolution. 
- Mentor your allied Support Associate and help increase his product & technical knowledge.
- Initiate Best Practice sharing and spread knowledge throughout your team.
- Consistently, upgrade your product and technical knowledge us

Product Support Specialist

As a Solution Consultant specializing in Quality Assurance for API-based integrations and solutions, my job responsibilities included:

QA Expertise: Utilize expertise in Quality Assurance to guide and support all stages of the QA cycle for integrations between multiple applications. Apply your knowledge of API testing, iPaaS platform tools like Workato, and concepts such as HTTPS and SaaS environments.

Integration Testing: Conduct comprehensive testing of API-based integrations to ensure their functionality, reliability, and performance. Design and execute test cases, validate data transfers, and identify and troubleshoot any integration issues.

QA Project Management: Apply understanding of QA project management principles to plan, coordinate, and execute QA activities for integration projects. Collaborate with cross-functional teams to define project goals, timelines, and deliverables, and ensure successful QA implementation.

Testing Methodologies: Apply various testing methodolog

Solution Consultant

As an Advanced Resolution Expert for Windows operating system, my key responsibilities included:

Application Support: Provide technical support for Windows-based applications, ensuring their smooth operation and resolving any issues that arise. Troubleshoot application errors, analyze log files and apply appropriate fixes to ensure optimal performance.

Incident Management: Respond to and manage application-related incidents reported by users. Follow established procedures to assess and prioritize incidents, perform root cause analysis, and implement timely resolutions or workarounds to minimize downtime and disruptions.

Troubleshooting and Debugging: Investigate and diagnose application issues by analyzing system logs, error messages, and user-reported problems. Utilize debugging tools and techniques to identify and resolve issues related to compatibility, performance, or functionality on the Windows operating system.

Patch Management: Stay updated with the latest patches and updat

Advanced Resolution Expert

As the responsible person for Replicon Community (http://www.replicon.com/community) and 

Knowledge Base for Support, my key responsibilities included:

Manage and moderate articles on Replicon Community and Knowledge Base platforms.

Develop strategies to enhance customer experience and increase traffic on the Community page.

Evaluate feedback and reports to identify areas for improvement and implement changes on the forum.

Establish the forum as the fourth channel of support and promote its usage among customers.

Collaborate with Support teams, CSS/CSM, Sales, and other departments to encourage engagement on the forum.

Review and grade solution articles posted by technicians, providing feedback to maintain high-quality content.

Maintain a monthly report with solution scores of technicians.

Edit solution articles to ensure they meet the criteria for publishing to the Knowledge Base.

Collaborate with the Web Team to enhance the functionality and user experience of the Forum Pag

Knowledge Base Administrator

As a Technical Account Manager (TAM) at Twilio, I serve as the dedicated technical support engineering contact for strategic customers in the EMEA region. 

My role involves:

- Resolving complex technical issues with significant business impact
- Providing proactive guidance to optimize customer environments and minimize downtime
- Delivering recommendations to enhance the utilization of Twilio technologies

Key Responsibilities:

- Leverage technical expertise and diplomatic skills to address customer concerns and relay valuable feedback to Twilio's Product and Engineering teams
- Collaborate with customers' developers, architects, and support personnel to troubleshoot and resolve intricate problems
- Engage with internal teams via Slack and JIRA to report reproducible bugs and drive product improvements
- Analyze customer trends and usage patterns to enhance support processes and drive continuous improvement
- Maintain composure and effectiveness under high-pressure situations, exce

Staff, Technical Account Manager

Staff, Technical Account Manager at Twilio

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