Ensi Aghaei

Technical support and customer service professional with experience assisting users with application-related issues, troubleshooting problems, documenting solutions, and supporting users and customers in fast-paced environments. Comfortable working with computerized systems, investigating issues, communicating with technical and non-technical users, and providing support by phone. Strong problem-solving, communication, attention to detail, and teamwork skills.

Customer Service Associate at Breka Bakery & Café (2024-01 – Present)

• Provide friendly and professional customer service in person and over the phone, responding to questions and processing customer requests.
• Process cash, debit, and credit card payments using the POS system.
• Respond to customer concerns, identify appropriate solutions, and escalate issues when necessary.
• Manage several customer requests at the same time during busy shifts.
• Balance the cash drawer and verify transactions to ensure accuracy.
• Keep customer and order information up to date when processing requests.
• Work with team members to keep daily operations running smoothly.

Software Support Specialist at Behsazan Mellat (2020-01 – 2023-12)

• Helped business users troubleshoot application-related issues and provided step-by-step support.
• Investigated user-reported problems and worked with technical teams to identify and resolve issues.
• Reviewed system information and verified data to support troubleshooting.
• Documented issues, solutions, and work procedures.
• Helped test system updates and verified functionality before release.
• Supported users by phone and internal communication channels.

Master of Science in Software Engineering

Bachelor of Science in Software Engineering