Kay Khan

Technical Support Specialist and Software Engineering student with hands-on experience in SaaS support, customer escalation management, technical troubleshooting, and cross-functional issue resolution. Currently supporting Routeware, a cloud-based waste management and recycling software platform, by assisting clients through phone, email, Zoom, Slack, and Zendesk. Experienced in handling high-priority customer issues, documenting technical problems, guiding users through software workflows, and collaborating with internal teams to resolve defects and service issues.

Strong foundation in Python, SQL, C++, CSV data handling, Excel reporting, data cleaning, and software troubleshooting through academic projects and independent learning. Final year project focuses on deep learning-based tumor detection and classification using medical imaging data, providing exposure to AI, image datasets, preprocessing, and healthcare-related machine learning workflows. Known for clear communication, ownership, structured problem-solving, and adaptability in fast-paced technical support environments.

Technical Support Specialist at Outsource Tel. (2025-09 – Present)

Provide technical support for Routeware, (EnCORE) a SaaS-based waste management and recycling software platform used by commercial and residential service providers.

• Assist clients through phone, email, Zoom, Slack, and Zendesk, ensuring timely resolution of software and technical issues.
• Troubleshoot customer issues related to scheduling, routing, billing, reporting, user workflows, and platform functionality.
• Gather customer issue details, reproduce reported problems where possible, document troubleshooting steps, and escalate unresolved issues to the appropriate internal teams.
• Collaborate with cross-functional teams using Azure, Outlook, and Slack to support issue resolution and maintain service continuity.
• Create and maintain accurate Zendesk documentation for customer issues, resolutions, and recurring support patterns.
• Guide clients through product functionality to improve software adoption, reduce confusion, and improve customer satisfaction.
• Build strong customer relationships by communicating clearly, setting expectations, and following up until issues are resolved.

Escalation Desk Executive at IBEX Global Solutions - Walmart Campaign (2024-08 – 2025-03)

Handled complex and high-priority customer complaints escalated from Tier 1 agents, ensuring professional and timely resolution.

• Managed escalations independently while maintaining calm communication and ownership under pressure.
• Resolved customer issues related to orders, billing, accounts, refunds, delivery concerns, and service complaints.
• Coordinated with internal departments to investigate cases, validate information, and complete issue resolution.
• Maintained accurate documentation of escalation cases, customer interactions, and resolution steps.
• Applied structured problem-solving to identify customer concerns, clarify root causes, and provide appropriate solutions.

Customer Service Representative at IBEX Global Solutions - Walmart Campaign (2023-03 – 2024-07)

Delivered customer support on Walmart's voice campaign, assisting customers with orders, tracking, accounts, complaints, and general service inquiries.

• Maintained an average quality score of 88% while meeting customer service and schedule adherence expectations.
• Followed escalation protocols to route unresolved or complex issues to the appropriate teams.
• Accurately documented customer interactions, issue details, and actions taken.
• Built strong customer service skills through active listening, empathy, clear communication, and problem resolution.

Bachelor of Science in Software Engineering – University of Management and Technology (UMT) (2022-09)

Diploma in English Language – PEARL Institute of IT