Afaf Achbab

Technical Support Specialist with 3+ years of experience supporting Microsoft 365 environments and enterprise customers. Experienced with Azure Active Directory, Exchange Online, SharePoint, Teams, ServiceNow, and Jira. Recognized for resolving complex technical issues, maintaining high customer satisfaction, and consistently exceeding performance KPIs.

Customer Service at Teleperformance(Airbnb) (2025-01 – Present)

• Assist Airbnb guests and hosts via phone, chat, and email.
• Investigate and resolve customer cases efficiently.
• Deliver high customer satisfaction while meeting quality standards.
• Escalate complex cases to specialized teams when necessary.
• Consistently achieve KPI targets for quality and productivity.
• Product specialist

Microsoft 365 Support Specialist at CNEXIA (2024-03 – 2024-12)

• Provided post-migration technical support.
• Administered Azure Active Directory, Exchange Online, SharePoint, Microsoft Teams, and Microsoft Intune.
• Managed incidents and service requests using Jira.
• Diagnosed and resolved Microsoft 365 technical issues.

FTTH Technical Support Specialist at ALTEN Group (2022-01 – 2024-12)

• Handled complex FTTH technical support cases.
• Managed and monitored ServiceNow tickets through resolution.
• Investigated recurring technical issues and contributed to process improvements.
• Collaborated with Level 2 support teams to resolve advanced incidents.
• Assisted in onboarding and training new technical support consultants.

Bachelor in Software Engineering – Higher School of Rabat (ESRMI)

Specialized Technician Diploma in Software Development – OFPPT Of Nador