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Work Background
TrackDriveTechnical Support Engineer
Aug. 2023-Developed custom call routing solutions on the TrackDrive platform including integrating webhook/API setups (RTB ping/posts) to automate client workflows and ensuring maximum uptime for critical systems. -Collaborated with cross-functional teams and client developers to troubleshoot API integrations, resolving data synchronization issues and improving response times. -Led client onboarding for several enterprise accounts, including platform training, API configuration, agent softphone training and POST mapping for real-time data transmission. -Conducted root-cause analysis for ping/post failures, reducing ticket resolution time through Python scripting and log analysis. -Hosted client meetings proactively to address platform issues, demonstrating technical expertise in simplifying complex integrations (e.g., cross-platform CRM tools).
MotiveTechnical Support Engineer- Fleet Experience POD
Mar. 2022 - Aug. 2023-Diligently resolving escalated product-related challenges by conducting comprehensive analyses, with a focus on vehicle networks and odometer readings, leveraging advanced internal tools for data assessment. -Expertly troubleshooting and resolving user-reported issues, ensuring seamless product functionality. -Engaging in proactive management within the Fleet Experience pod toconduct meticulous audits and swiftly address any odometer discrepancies and IFTA-related challenges prevalent in the extensive truck fleets of our key Eneterprise segment clientele.
MotiveTechnical Support Specialist - Compliance POD
Apr. 2021 - Mar. 2022Islāmābād, PakistanDemonstrating technical expertise in handling customer queries via phone, email, and chat, specifically related to FMCSA regulations, hours of service, and the ELD mandate. Collaborating with the legal department and regulatory affairs team to effectively address and resolve customer concerns pertaining to compliance matters
MotiveTechnical Support Specialist
Feb. 2020 - Apr. 2021Islāmābād, PakistanProficiently addressing customer inquiries, concerns, and technical issues
related to Motive products through multiple channels like phone, email, and
chat. Proactively escalating relevant or novel challenges to the engineering team for
in-depth analysis and resolution.
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