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Karl Ofoegbu

Executive Assistant

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Intro
Nigeria
Technical Support Engineer at Golden Software Technologies
Studied Computer Science at Enugu State University of Science and Technology
Information Technology & Services
Joined January 23, 2025

Skills

Languages

English
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Native or Bilingual
About
I am an Executive/Virtual Assistant, Data Entry Specialist, and Technical Support Engineer with over five years of experience. I am a highly motivated and results-oriented professional with five years of experience in administrative support and customer service. I have a proven ability to prioritize tasks effectively and communicate professionally. I am seeking a challenging role where I can contribute to a successful team.
Experience
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Golden Software Technologies
Jan 2022 – Present
Technical Support Engineer
-Provided technical support for SaaS products, resolving over 90% of customer-reported issues within SLA timelines. -Researched and diagnosed complex API-related issues, offering solutions that enhanced customer satisfaction (CSAT: 95%). -Built internal tools and proof-of-concept solutions to streamline support processes. -Collaborated with product and engineering teams to resolve bugs and improve platform functionality. -Actively contributed to the company’s knowledge base by creating detailed FAQs and technical documentation. -Maintained high responsiveness to customer queries via multiple support platforms, including GitHub and Jira.
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Golden Software Technologies
Jan 2021 – Dec 2021
Technical Support Engineer
-Delivered support for REST APIs and networking fundamentals, assisting customers in integrating SaaS products into their workflows. -Debugged API requests and responses, ensuring seamless operation for developers using the platform. -Facilitated asynchronous collaboration across teams in different time zones to address customer issues promptly. -Managed the support ticketing system and maintained accurate records of resolved and pending issues.
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Seaman Ventures
Nov 2019 – Oct 2020
Junior Technical Support Intern
-Provided first-level technical support for web-based applications and API integrations. -Assisted in troubleshooting network issues, debugging applications, and providing customer-facing solutions. -Enhanced product documentation to reduce support ticket volume by 15%.
Education
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Enugu State University of Science and Technology
Oct 2015 – Nov 2019
Bachelor of Sciences, Computer Science