Remote Administrative & Tech Support Specialist

OKOROAFOR DANIEL

Wisdom villa, Eziobdo, futo road, Owerri west, Imo state, Nigeria. +234**********

************@*****.***

OBJECTIVE

Proactive professional and business founder with extensive experience in technical troubleshooting and client relationship management. Seeking to transition into a remote Customer Support role to utilize my skills in conflict resolution and clear communication. Dedicated to providing efficient solutions and ensuring high levels of customer satisfaction in a fast-paced environment."

SKILLS AND ABILITIES

• Technical Troubleshooting: Ability to diagnose and resolve complex hardware and software issues efficiently.

• CRM Software: Familiarity with customer management workflows (even if you used manual logs, you can mention "CRM Workflow Management").

• Multi-channel Communication: Skilled in handling inquiries via Live Chat, Email, and Phone.

• Fast Typing & Digital Literacy: High words-per-minute (WPM) count and proficiency in navigating multiple browser tabs and software simultaneously.

• Documentation: Ability to create clear, concise "How-to" guides or internal notes for technical issues.

Interpersonal (Soft) Skills

• Conflict Resolution: Remaining calm and professional when handling frustrated or difficult customers.

• Active Listening: Identifying the root cause of a customer's issue through targeted questioning.

• Empathy & Patience: The ability to make customers feel heard and supported throughout the resolution process.

• Adaptability: Quickly learning new products, services, or software platforms. Remote-Specific Abilities

• Self-Management: Highly disciplined and capable of working productively without direct supervision.

• Written Clarity: Strong command of English with a focus on grammar and professional tone (crucial for chat/email support).

• Time Management: Ability to meet Key Performance Indicators (KPIs) such as "First Response Time" and "Resolution Rate."

• Tools: Zoom, Slack, Google Workspace, Microsoft Teams, and Trello. EXPERIENCE

Work Experience

SABITECH Founder & Technical Support Lead Owerri, Nigeria Jan 2023 – Present

• End-to-End Case Management: Manage the full lifecycle of customer issues, from initial inquiry and hardware diagnosis to final resolution and post-service follow-up.

• Technical Troubleshooting: Resolve complex hardware and software malfunctions for a variety of mobile devices and electronics, maintaining a high success rate.

• Conflict Resolution: Handled sensitive customer situations (such as high-value device repairs like iPhone 14 Pro Max) by providing transparent updates and managing expectations professionally.

• Communication Mastery: Act as the primary point of contact for all client inquiries via WhatsApp, phone, and in-person, translating technical jargon into clear, actionable advice for non-technical users.

• Service Optimization: Developed a systematic workflow for intake and diagnosis, reducing turnaround time and increasing customer satisfaction.

• Remote Coordination: Utilize digital tools to manage bookings, track repair statuses, and maintain digital records of customer interactions and service history. Hyperwarp Coffee – Atlanta, GA 11.XX – Present

This is the place for a brief summary of your key responsibilities and accomplishments. Hyperwarp Coffee – Atlanta, GA 6.XX – 4.XX

This is the place for a brief summary of your key responsibilities and accomplishments. EDUCATION

Federal University of Technology Owerri (FUTO)

Bachelor of Science (B.Sc.) in Industrial Physics

• Core Focus: Analytical Mechanics, Complex Analysis, and Semiconductor Physics.

• Analytical Skills: Developed high-level mathematical logic and research-based problem-solving techniques.

• Technical Documentation: Experienced in reporting complex scientific findings and maintaining detailed technical records.

The King’s Mobile Communication

Professional Certification in GSM Repair & Maintenance

• 2015 – 2017

• Completed a rigorous 2-year intensive physical training program.

• Technical Mastery: Specialized in mobile architecture, micro-soldering, and component-level circuit diagnostics.

• Diagnostic Logic: Mastered systematic troubleshooting protocols to identify and resolve root causes of hardware failure.

COMMUNICATION

• Simplifying Complexity: Ability to explain difficult concepts (like hardware failure or physics principles) in a way that is easy for any customer to understand.

• Tone Management: Maintaining a helpful, patient, and professional tone across all written and verbal platforms.

• Active Listening: Identifying customer needs quickly to provide the right solution the first time, reducing the need for follow-up.

LEADERSHIP

• Business Ownership: Founded and successfully managed SABITECH, overseeing all aspects of technical operations, customer relations, and business strategy since 2023.

• Decision Making: Proven ability to make high-stakes technical decisions independently, ensuring the successful repair of high-value devices and maintaining professional accountability.

• Process Improvement: Designed and implemented a systematic repair-tracking workflow that increased operational efficiency and improved client response times.

• Mentorship & Guidance: Leveraged 8+ years of technical expertise to provide guidance on hardware diagnostics and repair best practices within the local technical community.

• Self-Management: Highly disciplined in remote and independent work environments, consistently meeting self-imposed deadlines and quality standards without direct supervision.

• Strategic Problem Solving: Utilized analytical physics principles to approach complex technical challenges with a "solution-first" mindset, ensuring business continuity and customer trust.

REFERENCES

Available upon request.

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