Hatem B.
Senior Customer Support Specialist
Open to offersNew to PlatformAbout
Hatem B. is a seasoned Customer Support Specialist and Technical Support Engineer with over 8 years of experience in the banking and IT sectors. Operating from Tunisia and open to remote opportunities worldwide, Hatem fluently communicates in English, French, and Arabic. He has excelled in delivering high-quality support across phone, email, and live chat, achieving a customer satisfaction score consistently above 94%. His expertise encompasses multi-channel support and incident management, with a proven ability to handle complex escalations and maintain SLA compliance. In previous roles at banking and financial service organizations, he managed over 80 daily inquiries and processed 500+ monthly account requests with a first-contact resolution rate of 98%. Hatem's proficiency with CRM platforms such as Zendesk, Freshdesk, and HubSpot complements his technical skills in hardware, software, and network troubleshooting. He is well-versed in team leadership and knowledge base documentation, driving improvements that reduced escalations by 25% and increased issue closure rates by 40%. Hatem's dedication to customer success is demonstrated by his role in employee onboarding and system transition support.
Experience
Senior Customer Support & IT Operations Specialist
Banking & Financial Services · 2019 — PresentManaged over 80 daily customer inquiries via phone, email, and live chat, ensuring a customer satisfaction score above 94% through solution-oriented communication. Oversaw incident management and compliance with service level agreements within a multi-channel support environment, ensuring prompt resolution and thorough ticket documentation. Diagnosed and addressed hardware, software, network, and account-related issues, implementing troubleshooting workflows that reduced average ticket resolution time significantly. Administered Windows workstations and user access across three departments, achieving high system uptime. Processed more than 500 monthly account requests with a strong first-contact resolution rate. Developed and maintained a knowledge base to decrease repeat escalations while enhancing the onboarding experience for new support agents. Collaborated with IT, compliance, and operations teams to manage complex client issues in alignment with SLA expectations. Created a follow-up process that increased issue closure confirmation rates. Provided training and mentorship to six junior support staff on support procedures and customer communication.Technical Support Representative & Customer Relations Officer
Banking Operations Division · 2016 — 2019Delivered both first and second-line technical support to over 200 users in various branches, achieving a high rate of same-day resolutions for software, hardware, and connectivity issues. Handled a ticketing queue with over 60 daily requests through CRM systems, focusing on accurate logging, prioritization, and compliance with service level agreements. Led onboarding for a new core banking platform, offering extensive training and support to more than 150 staff members during a critical transition. Proactively reduced reported technical disruptions through maintenance scheduling and fault detection. Provided multilingual support in Arabic, French, and English, enhancing client trust across diverse segments. Maintained detailed records in the CRM, facilitating data-driven reports for leadership and ongoing improvement efforts.IT Support Technician & Customer Service Agent
Financial Services Provider · — — 2016Delivered frontline technical support for hardware setups, software installations, VPN configurations, and internet connectivity, resolving the majority of issues without escalation. Assisted customers with account navigation and transaction inquiries via phone and email. Contributed to system documentation and internal standard operating procedures for common support scenarios.
Skills & Expertise
Education
- Professional Technician Diploma — Computer Maintenance & IT SupportSpecialized Technical Institute
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