Hanzla Arif

Customer Support Representative with 1 year of on-site experience at Alpha Technologies, a Chinese technology company working with ANTHBOT robotic lawn-care products. Experienced in international customer support through live chat, email, and ticketing systems, with hands-on experience troubleshooting robotic lawn mowers, mobile app issues, firmware, charging, GPS/RTK, mapping, and connectivity problems. Skilled in Zendesk, CRM platforms, customer communication, SOP-based support, and coordinating with international teams.

Customer Support Representative - Alpha Technologies - DHA Phase 3, Lahore

On-site — International Customer Support

• Provided customer support for ANTHBOT, a robotic lawn-care brand offering smart and wire-free robot lawn mowers.
• International Customer Support: Handled customers across the United States, United Kingdom, Germany, France, Italy, Spain, Netherlands, and other European markets through live chat, email, and ticketing systems.
• Assisted customers with product setup, operation, troubleshooting, after-sales support, and general product inquiries.
• Troubleshot robotic mower issues involving charging, GPS/RTK positioning, connectivity, mapping, firmware updates, app functions, and docking.
• Guided customers through ANTHBOT mobile app features, including mapping, schedules, zones, no-go areas, and device settings.
• Used Zendesk and CRM/support tools to manage tickets, document customer interactions, track cases, and follow up on unresolved issues.
• Escalated complex technical cases to senior specialists and coordinated with internal teams for further investigation and resolution.
• Followed company SOPs and technical troubleshooting procedures while maintaining clear, professional, and empathetic communication.
• Worked on-site with the Lahore team while coordinating remotely with the Chinese team and other international stakeholders.
• Handled multiple customer cases in a fast-paced environment while maintaining response quality, accuracy, and productivity.

Bachelor of Science - Computer Science