Rahel Kebede
Summary
Motivated college student with a strong dedication to applying computer application skills to address challenging work tasks and support management objectives. Proficient in communication, problem-solving, content creating and customer service, with meticulous attention to detail and a commitment to meeting deadlines. Skilled computer support team members adept at independently assessing and resolving a variety of technical issues, including software, hardware, and networking problems. Demonstrated ability to quickly troubleshoot concerns and diagnose root causes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Technical Support Analyst
Yebehir Digital Marketing
04.2021 - 06.2024
- Respond to customer inquiries via phone, email, and chat.
- Document customer interactions and issues in the CRM system.
- Collaborate with other departments to improve processes and products.
- Follow up with customers to ensure their issues are resolved.
- Provide feedback to product and service teams based on customer interactions.
- Followed predefined procedures to evaluate, and escalate product-related issues.
- Evaluated functionality and performance of software and hardware recommending improvements and solutions.
- Scheduled and executed system-wide software installations and upgrades.
- Coordinated with users and management teams to establish system requirements for specific software solutions.
- Create and update support documentation and FAQs. Participate in training sessions to stay updated on product knowledge.
- Maintain a high level of customer satisfaction.
Technical Support Special
Bina Addis Consultancy
03.2020 - 03.2021
- Assist in the development of customer support policies and procedures.
- Guided users through detailed hardware installations and technical fixes via phone calls, emails, and live chat.
- Analyze customer feedback to identify trends and areas for improvement.
- Drew from extensive programming experience to solve technical problems and provide step-by-step guidance.
- Coordinated with users and management teams to establish system requirements for specific software solutions.
- Diagnosed program malfunctions, identifying root causes, and implementing corrective solutions.
- Conducted tests and inspections of products, services, or processes to evaluate quality or performance.
- Researched new updates, products, and changes to best practices.
- Escalated advanced customer issues to next-level support or managers to facilitate resolution.
- Monitor and report on support metrics and KPIs.
Education
Bachelor of Science - Data Science And AI
Britts Imperial University College
Dubai , United Arab Emirated06.2027
High School Diploma -
Nativity Girls’ School
Addis Ababa, Ethiopia06.2021
Skills
- Technical troubleshooting
- Customer service
- Content Creation
- Fast Learner
- Communication
- Team player
- Ability to Work Under Pressure
- Systems analysis
- Adobe Premiere Pro, CapCut
- Software installation
- Optimize system performance
- Support end-users
- Problem-solving
- Resolve technical problems
- Creative thinking
Certification
- ICS ADDIS MUN CONFERENCE 2019-20
- Sele Enat Mahiber
- Civil Society Support Programme Phase 2 - Mentorship and capacity Building Boot comp for organizations working on disability rights and association of persons with disabilities.
Accomplishments
- Louvre - Content Creater
- Panda boba and cafe - Content Creater
Timeline
Customer Technical Support Analyst
Yebehir Digital Marketing
04.2021 - 06.2024
Technical Support Special
Bina Addis Consultancy
03.2020 - 03.2021
Bachelor of Science - Data Science And AI
Britts Imperial University College
High School Diploma -
Nativity Girls’ School
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