Faizan Ali

Frontline Support Engineer - Technical support

Quick Heal Technologies

Jul 2022 - Jun 2023

Provided technical support to home users and Quick Heal end customers by resolving queries related to Quick Heal security and antivirus products through phone, email, and remote-support sessions. Created, updated, and managed customer support tickets in the CRM ticketing application, ensuring accurate information and timely resolution. Analyzed customer-reported issues, identified root causes, and provided precise, effective, and well-documented solutions in accordance with established support guidelines. Monitored assigned tickets and ensured timely responses, regular progress updates, appropriate follow-ups, and closure within defined service timelines. Maintained accurate ticket documentation, including troubleshooting steps, observations, resolutions, and customer communications. Handled escalation calls professionally, investigated complex customer issues, and provided appropriate resolutions or coordinated with relevant teams when required. Maintained strong working knowledge of Quick Heal products, antivirus technologies, endpoint security, malware protection, and cybersecurity fundamentals. Proactively stayed updated on product features, security technologies, troubleshooting procedures, and relevant technical developments. Prepared and maintained MIS and task-completion reports, ensuring accurate reporting of daily activities, ticket status, and performance metrics. Demonstrated strong email communication, ticket logging, documentation, and customer-service skills while maintaining professional communication standards. Followed organizational processes, quality standards, and escalation procedures while handling customer issues. Performed additional technical-support and operational responsibilities assigned by the Functional Manager.