Heinrick Turingan Email & Phone Number

Halifax, Nova Scotia, Canada

• Respond to client’s inquiries and technical issues through various communication channels, including phone, email, and chat.
• Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line.
• Escalate complex issues as appropriate and ensure effective communication throughout the escalation process.
• Contribute to the creation of user guides, FAQs, and self-help resources for customers.

Halifax, Nova Scotia, Canada

• Troubleshoot the system problem and complete repair promptly and efficiently, ensuring minimal recurrence of the problem.
• Effectively use of remote assistant tools, knowledge base, and other tools to diagnose appropriately and wherever available to repair client’s issues within the desired SLA.
• Creates knowledge article for our team’s reference to increase the team’s FCR.
• Conducted technical and product training of new hires.

Kentville, Nova Scotia

• Provides technical assistance to Rogers’s internet users, from setting up the router to email configuration.
• Training and coaching new hires through listening to their calls to identify their strength and address their questions to improve call handling.

Petaling Jaya, Malaysia

• Conducted client meetings to gather data and project requirements.
• Build query to create datamarts according to business requirements using SQL Server Management Studio (SSMS).
• Building and editing reports/dashboards using SAS Visual Analytics.
• Administer on creating and maintaining user logins and permissions using SAS Management Console.

Selangor, Malaysia

• Provides technical support to clients through phone calls, emails, and tickets.
• Manage the Email and Ticket queue to make sure all issues will be processed according to Service Level Agreement.

• Respond to support tickets from clients and colleagues within agreed Service Level Agreements
• Resolve support tickets in a fast and professional manner
• Identify and escalate situations requiring urgent attention
• Log any bugs or feature request in bug and feature handling system
• Feedback any important client information to Client Resolver Team and/or Technical Support Team
• Keep requester updated on the progress of resolving their support ticket