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Sundeed Shan
Looking for a jobSenior L2 Technical Support Specialist
Senior Technical Support Specialist at Motive, sustaining 96–97% CSAT across 2024–2026.
PakistanSenior L2 Technical Support Specialist at Motive
About
At Motive, I handled complex hardware and software issues for fleet management and telematics customers, sustaining 96–97% CSAT across 2024, 2025, and 2026. I was promoted to Senior L2 for consistent performance, accuracy, and ownership.
At Motive, I also guided customers through setup and troubleshooting, escalated recurring issues to the teams that could address them, and mentored new agents. Earlier, at Best Buy Mall (BBM), I resolved customer inquiries and proposed a call flow that management adopted.
Experience
Senior L2 Technical Support Specialist
Handled high-volume inbound technical queries, resolving complex hardware and software issues through structured troubleshooting and root-cause analysis. Prioritized requests by urgency and SLA, escalated to relevant teams, and mentored new agents.
L2 Technical SupportRoot Cause Analysishardware troubleshootingSoftware TroubleshootingEscalation ManagementSLA ComplianceCSATAverage Handle TimeFirst Contact ResolutionsHigh Volume Case ManagementCustomer OnboardingCross Functional CollaborationPeer Mentoring
Education
Yunnan Forestry Technological College
Diploma in Computer Sciences from Yunnan Forestry Technological College, completed from 2019 to 2022.
Diploma in Computer Sciences from Yunnan Forestry Technological College, completed from 2019 to 2022.
Garrison Academy
Intermediate in Computer Science from Garrison Academy, completed from 2015 to 2017.
Intermediate in Computer Science from Garrison Academy, completed from 2015 to 2017.