Ali B.
Senior Customer and Technical Support Specialist
Open to offersNew to PlatformAbout
Ali B. N. is a seasoned Customer Support & Technical Support Specialist with over six years of experience managing international clients in high-volume, multi-channel environments. With a proven track record in roles such as Customer Support Executive at Sutherland Global Services for Airbnb and Network Support Engineer at Fibertel, he excels at maintaining impressive 90%+ CSAT scores and meeting SLA targets. Adept in the use of CRM & ticketing systems like Zendesk, Intercom, and Front, Ali effectively resolves complex customer issues and enhances service delivery. His technical acumen encompasses network troubleshooting with skills in TCP/IP and DNS, which he used to provide robust support to telecom clients. Certified as a Microsoft Office Specialist, Ali is fluent in English and communicative in Arabic, and is remote-ready with flexibility across time zones, making him an asset to organizations seeking reliable support across customer and technical domains.
Experience
Customer Support Executive
Sutherland Global Services · 2023 — 2025Managed high-volume inbound support through live chat and email for a global user base, consistently achieving first-response SLA targets and maintaining 90%+ CSAT scores. Resolved account, booking, configuration, and policy issues for hosts and guests while prioritizing multiple open tickets by urgency and complexity. Logged accurate case records in CRM and ticketing systems to ensure timely follow-up and document solutions for quality assurance. Escalated complex cases to specialist teams with clear handoff notes to reduce repeat contacts. Developed user-facing guidance on platform navigation in non-technical language to improve self-service resolution rates and contributed to knowledge base updates.Network Support Engineer
Fibertel · 2019 — 2020Provided technical support to both residential and corporate clients via phone, email, and a ticketing system, diagnosing network faults such as TCP/IP and DNS issues. Logged interactions with detailed case notes and escalated unresolved issues to NOC and field engineering teams along with structured diagnostic summaries. Efficiently managed concurrent open cases during peak demand while maintaining SLA compliance through effective ticket prioritization.Security Supervisor
G4S Security Services · 2016 — 2019Oversaw a team of 8–12 personnel, managing shift planning and day-to-day operations while ensuring client-facing service delivery. Acted as the main point of contact for client queries and complaints, documenting and resolving issues according to contracted SLAs. Compiled daily operational and incident reports for senior management, maintaining accurate records of all client activities.
Skills & Expertise
Education
- Bachelor's Degree – Business Administration / ManagementInstitution not specified
- Diploma in Network AdministrationInstitution not specified
Interested in this professional?
Sign in as an employer to save this profile or invite Ali B. to a job.
Sign in as an employer