Remote Customer Support Specialist

SAMUEL OCANSEY KABUTEY

Remote Customer Support Specialist

Accra, Ghana +233-********* ******.*******@*****.***

linkedin.com/in/samuel-ocansey-kabutey

PROFESSIONAL SUMMARY

Resourceful and detail-oriented Customer Service Professional with over 3 years of experience managing high-volume client inquiries and technical support operations. Proven ability to thrive in autonomous, remote environments by leveraging strong digital collaboration tools and CRM platforms. Adept at de-escalating complex technical issues with empathy, maintaining a consistent 95%+ customer satisfaction rating, and collaborating cross-functionally to improve internal workflows. CORE COMPETENCIES & SKILLS

Technical Skills

CRM & Ticketing: Zendesk, HubSpot,

Freshdesk, Salesforce

Communication & Collaboration: Slack,

Microsoft Teams, Zoom, Google Workspace

Technical Support: Hardware & Software

Troubleshooting, Network Basics

Documentation: Notion, MS Excel, Help Center

Article Creation

Key Strengths

Remote Workspace Autonomy & Self-Motivation

De-escalation & Conflict Resolution

Cross-Functional Collaboration

Time Management & SLA Adherence

PROFESSIONAL EXPERIENCE

Customer Support Lead CoreVision Tech Support

Remote

January 2024 – Present

Manage an average of 60+ customer inquiries daily via live chat, email, and ticketing systems, maintaining a 96% Customer Satisfaction (CSAT) score.

Utilize Zendesk to track, prioritize, and resolve technical issues, consistently meeting or exceeding team SLAs by 12%.

Collaborate closely with technical and product development teams to escalate software bugs, reducing average ticket resolution time from 24 hours to under 4 hours. Spearheaded the creation of an internal remote troubleshooting guide, reducing onboarding training time for new remote hires by 20%.

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Graduated: 2022

Technical Customer Support Representative Nexus Systems Ltd Accra, Ghana (Hybrid)

June 2022 – December 2023

Provided empathetic, step-by-step troubleshooting assistance for hardware configurations and account- related user issues.

Achieved a First Contact Resolution (FCR) rate of 88%, ranking in the top 10% of the customer support department.

Authored 15+ external FAQ articles for the customer self-service knowledge base, resulting in a 15% decrease in recurring inbound basic support tickets. Coordinated with the logistics team to streamline hardware replacement dispatches for clients, increasing delivery tracking accuracy.

EDUCATION

Bachelor of Science in Information Technology

Ghana Communication Technology University, Accra

CERTIFICATIONS

HubSpot Academy: Customer Service Management Certification Google: Professional Workspace Skills

Zendesk: Certified Support Specialist

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