Peter Mabokela

Technical Support Specialist with experience in customer success, troubleshooting, and system optimization across high-volume environments. Skilled in diagnosing complex issues, improving support processes, and guiding users through technical solutions. Strong background in training, knowledge base contribution, and root cause analysis. Currently expanding capabilities in data analysis and SQL to deliver more data-driven support and contribute to continuous product improvement.

Customer Success Associate (Technical) at QContact (2025-08 – Present)

• Configure and maintain client environments, including user setup, departments, and multi-channel communication (WhatsApp, email, chat).
• Troubleshoot platform issues such as login failures, message delivery errors, and workflow misconfigurations, ensuring minimal disruption to client operations.
• Recreate, test, and validate bugs and feature fixes, working closely with internal teams to ensure accurate resolution.
• Build and modify workflows and self-service configurations based on client requirements.
• Support onboarding of new clients by setting up communication channels and system configurations.
• Document technical issues, resolutions, and feature requests clearly for internal tracking and product improvement.
• Translate technical concepts into simple, actionable guidance for non-technical users.
• Perform root cause analysis on recurring issues and implement preventative solutions.

Technical Support Agent at Acer Africa (2023-04 – 2025-08)

• Provide technical support via phone, email, and chat in a high-volume environment
• Diagnose and resolve hardware and software issues across multiple product lines
• Analyse recurring technical issues and contribute to improved troubleshooting processes
• Document customer interactions and resolutions to support knowledge sharing and consistency
• Collaborate with internal teams to escalate issues and support product improvements
• Guide customers through solutions and best practices to improve product usage and satisfaction

Supervisor at HAPPEX (2018-01 – 2021-01)

• Managed team performance in a fast-paced customer service environment
• Handled escalations and ensured service quality standards were maintained
• Monitored workflows and improved team efficiency
• Mentored team members and supported performance development

Trainer / Facilitator (Apple Support) at Conduent (2017-03 – 2017-12)

• Delivered structured training on systems, troubleshooting, and customer engagement
• Simplified complex technical concepts for diverse audiences
• Provided coaching and performance support to improve agent effectiveness
• Supported onboarding and development of new team members

N2 in Electrical Engineering – Sedibeng College

Matric – Hebron Model School