Irtaza Mahmud
About Irtaza Mahmud
Irtaza Mahmud is a Technical Support Specialist and Billing Associate at Time Doctor in Pakistan, where he has worked since 2021. He holds a BE in Information Technology and has completed various technical training programs, including CCNA and DWDM Project Training.
Work at Time Doctor
Irtaza Mahmud has been employed at Time Doctor as a Technical Support Specialist and Billing Associate since 2021. In this role, he handles various billing tasks, including processing refunds, managing card removals, extending trials, and closing accounts. He provides technical support to sales representatives and customer success managers during customer calls. Mahmud ensures a rapid response time for customer inquiries, maintaining a chat response time under five minutes and an email or ticket response time under one hour. He also supports internal employees by addressing technical issues and coordinating meetings with customers using tools like Calendly and Zoom.
Education and Expertise
Irtaza Mahmud has a diverse educational background in technology and communications. He earned a Bachelor of Engineering in Information Technology from Hamdard University from 2001 to 2005. He achieved the CCNA certification in 2007 after studying Routing, Switching, Protocols, and Network Devices at Corvit Systems. In 2019, he completed TWA Long Haul DWDM Project Training at Huawei University. Additionally, he has studied Business and Corporate Communications at the Institute of Training and Consultancy and has received training in Microsoft Excel at Syntec X. His education also includes Radio Network Planning from Engineering Training Systems.
Background
Irtaza Mahmud's educational journey began at F.G. Public High School Attock, where he completed his Secondary School Certificate in Science. He later attended Army Public College for Pre-Engineering from 1997 to 1999. His continuous pursuit of knowledge led him to various institutions, where he focused on both technical and communication skills. This diverse background has equipped him with the necessary skills to excel in his current role at Time Doctor, where he effectively manages technical support and billing processes.
Technical Skills and Tools
In his role at Time Doctor, Irtaza Mahmud utilizes a variety of tools to enhance customer support and billing processes. He employs HubSpot, Stripe, Braintree, Slack, and JIRA to manage client interactions and technical inquiries. His multitasking abilities allow him to handle multiple client interactions simultaneously, ensuring efficient service delivery. Mahmud serves as the single point of contact for all technical questions and issues for customers in the Latam and Northam regions, demonstrating his expertise in customer support.