Aarij Hasan Email & Phone Number

Pakistan

Islamabad

• Monitoring and investigating SMS/WAB traffic and campaigns via Datadog and AWS.• Dedicated support engineer (SPOC) addressing Pakistan Issues/Queries.• Establishing SMPP connections over VPN Tunnel or over the Internet.• Giving support for CPAAS (Communication Platform as a Service) products including Communication APIs, SMS and WAB Campaigns, Omni Channel Chat, MFA, Bots, Al Agent and number lookup. • Managing resolutions received from the next level of support ensuring clear and high-quality communications back to the customer.• Maintaining the quality of service provided and arranging meeting calls with the relevant stakeholders whenever required.

Islamabad

-Reporting directly to the Managing Director and Co-Founder of the company.-Working directly with the technical and QA teams to ensure timely issue resolution and customer satisfaction.-Providing technical support for multiple SaaS products.-Working on Internal processes and product documentation.-Working with the customer success team for churn prevention, upselling, and cross-selling.-Working with the sales and marketing team to analyze potential leads and customers using necessary tools

Islamabad

-Verify and analyze functions, outputs, contents and screens of a technical SaaS application (sellerlegend.com)-Provide inputs in the betterment of standards, procedures, designs, output and features of the system.-Maintaining documentation of new and existing features of the application. Additionally, analyzing and documenting unresolved problems/bugs.-Daily engagement with the development manager to get bugs fixed and build great relationships with customers mainly in the US and Europe as well.-Providing software demos to potential clients and assist in onboarding.-Check and analyze the feasibility of customer-requested features in correspondence with the dev team.-Working directly with the company's director on software's referral program and implementing new policies for the company.-Reporting directly to the CEO of the company regarding the team's performance including 6-month employee performance evaluations.-Managing and leading a team of 5 customer support specialists. Involved in hiring and training as well.

Islamabad

Lead the creation and ongoing management of the Sellerlegend.com support team. From meticulously hiring the right people to giving one-on-one training to new members, to integration with the team, including optimizing time allotment for each team member, without sacrificing the quality of life for any individual. Responsibilities and Accomplishments • Currently responsible for a team of 4 that deal with a total customer base of over 1000+ users• Using a combination of custom soft optimization techniques, managed to streamline our average ticket response time to an industry-leading 6 minutes• Created use cases and tutorials for customer and internal staff onboarding.• Worked with the development and engineering teams in an intimate capacity to identify and escalate technical issues and ensure they are resolved in a timely manner.• Product Research and Data Analysis such as evaluating ticket patterns over time and providing suggestions for changes, FAQs, improvements, etc.

Islamabad

• Verify web application according to the requirements and specifications.• Analyze application functions, outputs, contents, screens and document the bugs in the system.• Support users inquire and respond back promptly through email/chat (Intercom)• Provide inputs in the betterment of standards, procedures, designs, and output of the system.• Analyze and document unresolved problems.• Create use cases and tutorials for user training and support.• Reviews and contributes to software program and web application documentation.• Engage with the development team to get bugs fixed and build great relationships with customers.• Working with product and engineering to identify and escalate technical issues and ensure they are resolved in a timely manner.• Product Research and Data Analysis• Evaluating ticket patterns over time and providing suggestions for changes, FAQs, improvements, etc.• Assist with basic administrative tasks as needed.

Islambad

● Worked in the IPRAN Team for Saudi-Zain Project● Learned about Normal Site Integration● Learned about 2G/3G/4G Technologies● Understood the Importance of Network Safety

Islamabad

● Completed CCNA Training.● Updated IOS of Cisco Switches.● Implemented Network Designs on Microsoft Visio.

Islamabad

● Writing general articles, stories and news.

Ms, Engineering/Industrial Management

-Project Management -Quality Engineering -Supply Chain Management -Engineering Ergonomics and Work-Study -Product System Design.

Bachelor Of Electrical Engineering (Electronics), Electrical, Electronics And Communications Engineering