Mohab E.

I am a Top Rated bilingual (EN/DE) Technical Support Engineer with 7+ years of experience and 3,000+ Microsoft 365 cases resolved. I solve software problems quickly, explain them clearly, and keep customers satisfied. 🛠️ Technical Support Expertise: - Software and application troubleshooting (installation, access, configuration, performance) - Account, login, licensing, and subscription issues - Connectivity, security, and email-related problems - Ticket handling with clear documentation and proper escalation - Quickly learning new tools, platforms, and internal systems - Networking fundamentals (CCNA certified) 🎧 Customer Service Skills: - Phone, chat, and email support - Handling complaints, refunds, orders, and delivery issues - Staying calm and professional with frustrated customers - Meeting KPIs: response time, resolution rate, and customer satisfaction - Bilingual support in English and German (C1+) 🎯 What I deliver: - Fast, accurate first-contact resolution - Clear, jargon-free explanations for technical and non-technical users - Consistent, friendly communication - Dependable availability and on-time responses - Clean ticket notes that help your team 🏆 Proven Experience: - Top Rated freelancer with $20K+ earned on Upwork - Currently supporting enterprise-level customers on Microsoft 365, including Exchange Online, SharePoint, Teams, OneDrive, and admin center issues - 3 years in a German-language Microsoft 365 technical support team - 2+ years in high-volume customer service for Amazon Germany (80+ interactions per day) Languages: English (fluent), German (C1+), Arabic (native) Supporting a platform as large and complex as Microsoft 365 trained me to troubleshoot any software methodically. I adapt to new products fast and get to the root cause instead of applying quick fixes. If you need a dependable support professional who can handle both technical issues and customer conversations in English or German, let’s discuss how I can help your team.