Zaid Kilani
Results-Driven Technical Support Specialist | B2B SaaS Professional
Amman, JO.About
Results-driven Technical Support Specialist with hands-on expertise in B2B SaaS and E-commerce sectors, skilled in troubleshooting POS systems, cloud inventory, and platform integrations. Proven track record of managing technical tickets and engineering escalations, ensuring high merchant satisfaction and minimal system downtime. Eager to leverage a strong background in customer service and technical support to excel in a dynamic B2B environment.
Work
Rawas Platform
|Technical Support Specialist | B2B SaaS
Riyadh, Riyadh, Saudi Arabia
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Summary
Currently serving as a Results-driven Technical Support Specialist, providing hands-on expertise in B2B SaaS and E-commerce sectors to ensure high merchant satisfaction and operational efficiency.
Highlights
Diagnosed and resolved complex technical issues across B2B SaaS and E-commerce platforms, including POS systems, cloud inventory, and platform integrations, significantly minimizing system downtime.
Managed a high volume of technical tickets and engineering escalations using Intercom, Jira, Zoho, and 3axxls, ensuring rapid resolution and maintaining high merchant satisfaction.
Implemented proactive troubleshooting strategies to identify root causes of technical issues, improving system stability and reducing recurring problems for B2B clients.
Collaborated cross-functionally with engineering teams to escalate and resolve complex platform issues, contributing to continuous product improvement and enhanced user experience.
Concentrix
|Customer Service Advisor
Amman, Amman, Jordan
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Summary
Promoted from Live Chat Support to Back-Office Specialist, providing advanced troubleshooting and managing complex customer escalations to ensure high compliance and operational policy adherence.
Highlights
Promoted from Live Chat Support to Back-Office Specialist, managing complex customer escalations with advanced troubleshooting expertise.
Processed and resolved a high volume of priority cases, consistently adhering to company standards and operational policies to ensure full compliance.
Provided in-depth technical guidance and problem-solving for intricate customer issues, enhancing overall resolution quality and customer satisfaction.
Contributed to team knowledge sharing by guiding colleagues on best practices for complex case management and compliance, fostering a high-performance environment.
Global Exchange
|Customer Service
Queen Alia International airport, Amman, Jordan
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Summary
Provided exceptional customer service at Queen Alia International Airport, ensuring accurate transactions and full compliance with legal and operational standards.
Highlights
Executed numerous daily customer transactions with meticulous attention to detail, consistently adhering to established procedures and financial regulations.
Ensured strict compliance with all legal requirements and internal policies in a high-volume international airport setting, safeguarding operational integrity.
Delivered exceptional customer care, effectively managing diverse inquiries and contributing to positive customer experiences and brand reputation.
Aramax ltd
|Customer Service
Saudi Arabia, Saudi Arabia, Saudi Arabia
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Summary
Managed inbound and outbound customer interactions, proactively resolving issues and ensuring high levels of customer satisfaction and efficient problem resolution.
Highlights
Managed high volumes of inbound and outbound customer calls, consistently delivering exceptional service and support to resolve inquiries efficiently.
Addressed and resolved a wide range of customer inquiries and effectively escalated complex concerns, ensuring timely and satisfactory outcomes.
Implemented proactive problem-solving approaches to enhance customer satisfaction, contributing to positive feedback and efficient issue resolution.
Education
The Hashemite University
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Bachelor
Mechanical Engineer
Grade: GPA: 3.39
Comprehensive Industrial School
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High School Diploma
Tawjihi
Grade: Score: 92
Languages
Arabic
English
Skills
Compliance Management
Regulatory Compliance, Policy Adherence.
B2B SaaS
B2B Software as a Service.
POS Systems
Point of Sale Systems.
Technical Support
IT Support, Help Desk.
Customer Service
Client Relations, Customer Satisfaction.
Platform Integration
System Integration, API Integration.
Troubleshooting
Problem Solving, Diagnostic Analysis.
Intercom
Customer Messaging Platform.
Jira
Issue Tracking, Project Management Software.
Zoho
CRM Software, Business Applications.
3axxls
Ticketing System.
Escalation Management
Conflict Resolution, Crisis Management.
Cloud Inventory Management
Inventory Control, Supply Chain Management.
E-commerce Operations
Online Retail, Digital Commerce.
Cross-functional Collaboration
Teamwork, Stakeholder Engagement.