📌 Project: Optimizing Tech Support Workflows for Efficiency

Overview: As a Technical Support Representative, I identified inefficiencies in troubleshooting workflows and took the initiative to create diagnostic flowcharts that streamlined issue resolution, improved response accuracy, and reduced ticket resolution time.

Challenges:

• Customers faced repetitive troubleshooting steps, causing frustration and delays.
• Lack of structured documentation led to inconsistencies in issue resolution.
• High ticket volume made it difficult to prioritize urgent cases effectively.

Solution: I developed customized workflow guides using Zendesk, Jira, ensuring technical support agents could efficiently diagnose issues without redundant steps. These guides provided clear decision-making paths based on customer-reported symptoms, resulting in:

✅ 30% faster ticket resolution time

✅ Improved customer satisfaction scores

✅ Increased consistency in troubleshooting across the support team

Impact: This project not only improved operational efficiency but also empowered support teams with structured resources, making troubleshooting more predictable, scalable, and effective. The framework I built serves as an adaptable tool that can be refined as systems evolve.

Technical Support Workflow Guide

Objective: Ensure efficient troubleshooting by providing clear steps for diagnosing and resolving common customer issues.

1. Identify the Issue

• Gather customer details: Name, account ID, affected system/device, error message (if any).
• Ask key questions: "When did the issue start?" "Have you tried any troubleshooting steps?"
• Check past tickets to identify recurring issues.

2. Categorize the Problem

• Software-related: (Login issues, feature malfunction, UI errors) → Proceed to software troubleshooting.
• Hardware-related: (Device connectivity, compatibility issues) → Direct to hardware checks.
• Billing-related: (Refunds, payment failures) → Redirect to the finance department or follow billing SOP.

3. Troubleshooting Process

Software Issues:

✅ Check login credentials and permissions.

✅ Clear cache & cookies, restart the application.

✅ Verify issue across different devices/browsers.

✅ Report bug if problem persists.

Hardware Issues:

✅ Confirm device compatibility with the software.

✅ Guide customer through checking cables, restarting hardware.

✅ If device failure is confirmed, escalate to product support.

Billing Issues:

✅ Verify transaction history and payment method.

✅ Inform the customer of refund policies or payment processing times.

✅ Submit case to finance if further investigation is required.

4. Resolution & Follow-Up

• Confirm if the issue is resolved or requires escalation.
• If resolved: Provide a summary of the fix and preventive measures.
• If escalated: Submit a bug report with detailed logs and reproduction steps.
• Follow up within a set timeframe to ensure customer satisfaction.

5. Documentation & Improvement

• Log the case and resolution steps in the CRM system (e.g., Zendesk, Jira).
• Identify recurring issues that require better FAQs or workflow updates.
• Share feedback with the team for process optimization.