Position: Customer Support Representative/ service Desk technical support
Category: Support
English level: fluent
Years of experience: 3


Service Desk support at Discovery Inc Johannesburg - June 2020 - November 2021
•	Provided clients with information on available upgrades and troubleshoot computer related for internal and external clients
•	Consistently met call handling goals by closing an average of 37 calls per day with an 75% call resolution ratio.
•	Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents and troubleshoot issues.
•	Administered all aspects of active directory group policy such as creating and managing end-user accounts using active directory.
•	Conducted troubleshooting to resolve IT-related and application issues for 2000+ users.
Customer support representative at Takealot Cape Town - December 2021 - June 2023
•	Handled customer requests and concerns over the ticketing system. 
•	Assisted customers with the onboarding process to allow them to gain full access to our applications.
•	Updated customers' information in the company's database. 
•	Handled application bugs and provided solutions to the users.
•	Handled customer payments and subscriptions and made sure I educate users on the payment methods accepted by the company.
•	Responded to users' reviews regarding the company's apps on Google Play Store and App Store.