Chirag Patel

• Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
• Achieved consistent growth in Customer Satisfaction (CSAT) scores year on year, with the latest +79 NPS for the year 2024.
• Met 100% Support, Service Level Agreement (SLA) for 5 consecutive years.
• Managed the delivery of high-quality service and assistance for customers.
• Promoted a culture of customer service excellence, operational efficiency and continuous improvement.
• Maintained knowledge of advances in information technology systems and applications.
• Worked closely with other departments, such as sales, operations, marketing, engineering, product management and IT, to improve customer experience.
• Collaborated with the Global Technical Services Director to achieve key milestones.
• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.

• Restructured services teams to be customer-centric, resulting in increased customer confidence.
• Launched NPS lifecycle, showcasing improved company trust.
• Created generic Welcome Packs and Support Agreements to streamline customer onboarding.
• Implemented measurement, reporting and SLA structures for enhanced visibility.
• Streamlined support processes for improved efficiency and faster response times.
• Built high-performance teams through mentoring and open communication.
• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Monitored KPIs to identify areas for improvement.
• Handled customer escalations effectively.
• Analysed customer feedback data to identify areas where improvements can be made in product or service delivery.
• Implemented enhancements to the Help Desk, Website, Phone system and documentation to optimise contact management.
• Oversaw Help Desk, Phone systems and Remote Device Management platforms.
• Created reports on performance metrics and presented them to senior management.
• Participated in after-hours on-call rotation for critical support needs.
• Conducted regular performance reviews of technical support team members to ensure quality assurance standards were met.

The role involved leading a team of Technical Support Engineers in delivering high-quality technical assistance for global NetComm Wireless products. The role is a hands-on role, leading the team by example.
Working together with the internal Technical Sales teams, Development group and customers on all aspects of the product range.
Leading the Technical Support team to solve technical issues with our global IIoT, Fixed Broadband, Fixed Wireless and Fibre Extension products.

• Assisted Global Technical Services Director to establish team structure.
• Collaborated with management, internal teams, customers to enhance ticketing platform.
• Fostered strong relationships with key stakeholders through transparent communication practices and consistent follow-ups.
• Built a positive work environment, emphasising teamwork and recognition of individual achievements.
• Led weekly meetings to discuss ongoing challenges, fostering open communication within the team.
• Drive quality services based on customer Service Level Agreements.
• Recognised training gaps and communicated them to management.
• Manage the customer relationship as the first point of customer escalation.
• Created a clear escalation procedure for complex issues, ensuring efficient collaboration between support tiers and departments.
• Mentored junior team members, helping them develop critical problem-solving skills and technical expertise.
• Managed high-priority client concerns to ensure satisfaction.
• Fostered a collaborative environment emphasising service quality and ownership in customer issue resolution.
• Created an engaging and supportive workplace focused on teamwork and employee achievement.

Main Role:

• Ensured that products were fully and functionally tested before release.
• Responsible for different stages of product QC testing, product functionality testing, and third-level technical support duties.
• Ensured that testing and communication with all customers were completed to a high standard.
• Suggested and shared ideas to improve product functionality and performance.
• Responsible for the functional duties assigned by the team leader.

Major Tasks:

• Product quality control testing.
• Conducted incoming and outgoing inspections of products and materials to ensure quality compliance.
• Performed product hardware, software, and entire product package QC to meet requirements.
• Followed product QC processes, created, issued, and logged QC reports.
• Liaised with relevant parties to follow up on quality issues.
• Created, issued, and demonstrated product rework instructions.

Product Functionality Testing:

• Analysed products for defects, reported defects, and managed defect-tracking issues.
• Prepared test tools and set up the test environment.
• Maintained and looked after test tools and equipment.
• Ensured tests were carried out thoroughly and methodically, and suggested improvements and modifications as appropriate.
• Prepared and generated firmware release notes, and upgrade instructions to relevant parties.
• Assisted the team leader in developing test plans and test case samples for current and new products and solutions.
• Assisted the team leader in developing and utilizing automated test scripts.
• Assisted the team leader in creating and maintaining test collateral.
• Assisted the team leader in preparing TA submissions and related tests.

L3 Level Technical Support:

• Ensured that details in support escalation checklists were filled out, and problem statements were clear.
• Displayed an investigative and structured approach to testing.
• Escalated issues to a higher level when needed.
• Tested and verified fixes, and closed issues.

• Delivered high-quality technical assistance for global NetComm products, acting as an L3 technician.
• Provided hardware and software technical support, including complex configuration assistance and troubleshooting of product and peripheral system-related issues in a timely manner.
• Engaged in post-sales activities across multiple technologies, with a principal focus on Industrial IoT, Fixed Broadband, Fixed Wireless and Fiber Extension customers, and global opportunities.
• Collaborated with internal Technical Sales Engineers, the Development group and customers (at a technical level) on all aspects of the product range.
• Assisted customers with technical issues regarding global wireless Industrial IoT, Fixed Broadband, Fixed Wireless and Fiber Extension products.
• Answered technical questions from existing and prospective customers about the features and capabilities of products.
• Replicated potential issues and escalated them to engineering, while maintaining customer communication.
• Formulated solutions or workarounds to issues without immediate resolution.
• Maintained ticket ownership until issues were resolved, documenting details in the Help Desk for future reference.
• Analysed and documented all actions taken toward resolving significant and unique customer issues in the Help Desk.
• Proactively shared knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions.
• Developed customer-facing documentation for the website/knowledge base as needed.
• Communicated customer requirements and feature requests to the product development and engineering teams.
• Documented troubleshooting and problem-resolution steps.
• Conducted product training for customers, as required.
• Assisted the Development group with quality control testing of products.
• Analysed and documented all actions taken toward resolving significant and unique customer issues in the Help Desk.