Syed Owais Raza

Application Support and Customer Support professional with 5+ years of experience troubleshooting customer issues, investigating product-related problems, managing support tickets, and collaborating with cross-functional teams to deliver timely resolutions. Combined background in software development and customer support, with hands-on experience in issue investigation, data analysis, reporting, and technical problem solving. Experienced in supporting international customers, documenting resolutions, escalating complex issues, and working within structured support processes.

Familiar with SQL-based data retrieval, software debugging concepts, and development workflows through both professional support and software development experience.

Customer Service Specialist – Japanese & English - IBEX Global Solutions / SquareTrade, Inc.

(2020-05 - 2025-10)

• Managed customer issues through email and ticketing systems while maintaining service quality standards and SLA compliance.
• Investigated product, account, warranty, and service-related issues and provided timely resolutions.
• Escalated complex cases to technical and operational teams while tracking issues through closure.
• Utilized MySQL for data retrieval, reporting, and validation of customer and operational information.
• Analyzed customer cases and identified trends to support operational improvements and reporting requirements.
• Maintained detailed case documentation and ensured accurate record keeping.
• Collaborated with internal stakeholders to resolve issues and improve customer experience.
• Supported Japanese-speaking customers while maintaining high levels of customer satisfaction.

Unity Developer - Spartans Global

(2019-10 - 2020-04)

• Developed and maintained gameplay systems using Unity and C#.
• Investigated software defects and collaborated with team members to identify and resolve issues.
• Participated in testing, debugging, and quality improvement activities.
• Worked with version control and development tools throughout the software development lifecycle.
• Assisted in implementing and validating software fixes and enhancements.

Unity Developer - Dreamnode Studios

(2019-06 - 2019-09)

• Developed interactive software features using Unity 2D/3D and C#.
• Collaborated with developers and designers to troubleshoot and resolve application issues.
• Performed testing and debugging activities to improve software stability and performance.
• Assisted with feature implementation and technical problem solving.

Diploma - Game Programming - ECC Computer Collegiate, Osaka, Japan

Course - Japanese Language - Chuo Computer & Communication College, Saitama, Japan

Intermediate - Computer Science - Govt. Degree College for Boys, Karachi, Pakistan