Marwan T.

Technical Support | SaaS Support | Customer Support

Technical Support Specialist with experience supporting global technology brands, including Sony UK & Europe and Satechi. Over the past few years, I've worked in fast-paced support environments where resolving technical issues, managing customer expectations, and communicating clearly are part of my everyday work. My focus is always on finding the right solution while making the support experience as smooth as possible for the customer. As a Technical Support SME supporting Sony UK & Europe, I assist frontline support agents with complex technical cases, escalations, and troubleshooting across a wide range of Sony products. I also help maintain support quality by sharing guidance and working closely with the team to resolve challenging issues. Alongside that, I provide technical support for Satechi, helping customers troubleshoot charging, connectivity, compatibility, and product-related issues through Zendesk. These roles have given me hands-on experience supporting customers remotely while working with high ticket volumes and meeting service expectations. I'm comfortable working with Zendesk, Microsoft Teams, Microsoft 365, Outlook, remote troubleshooting, ticket management, and knowledge base documentation. I also use AI tools such as ChatGPT and Claude to improve documentation, organize information, and communicate more efficiently—not to replace the human side of support. Here's what I can help you with: • Technical Support • Customer Support • Email & Live Chat Support • Zendesk Ticket Management • Remote Troubleshooting • Escalation Handling • Knowledge Base Documentation • Microsoft 365 Support • AI-assisted Documentation & Workflow Optimization If you're looking for someone who can learn your product quickly, communicate professionally with customers, and become a reliable part of your support team, I'd be glad to help.