Muhammad Zafar Sheikh
Drop Here

Muhammad Zafar Sheikh

Top Rated Zendesk and JIRA Customer Service Specialist


Rawalpindi, Pakistan


I have 5 years of customer service & support experience. As a Level 1 Support Agent, I solve clients' issues by having interactions with them via telephone calls (using Zoiper softphone), email exchanges (using Zendesk ticketing system) and screen-share meetings with the help of GoToMeeting and WebEx. Sometimes a customer gets irritated due to complexity of the issue and the time it takes to get solved. In such cases, I don't just rely on sending them Zendesk email updates and telephone calls; I ask them to join me in a GoToMeeting or a WebEx session so I can have ... moredirect access to their environment. This way, either I am able to calm them by talking with them about the issue at hand offering my full support or I can rectify the issue instantly. If I have to access a customer's computer remotely to correct a problem, to install the software or to find the root cause of an issue, I also sometimes use TeamViewer. This strategy works like a magic and the irritated customer gets very excited and happy due to an instant resolution of a pressing issue. Not to mention, they always give me a WOW (5 star) rating. I also have a wealth of experience using Microsoft Office, Microsoft Project and my new favorite Google Drive. I can also set up new databases in MS SQL Server and then manage these databases smoothly. The technologies I routinely use to provide support to clients are listed below. I can use all these smoothly and without any problems: 1. Zendesk & JIRA ticketing systems. 2. Atlassian Confluence. 3. Zoiper softphone. 4. GoToMeeting, WebEx and TeamViewer. 5. Google Drive Suite (spreadsheets, forms, calendar, emails etc). 6. VMs and Remote Desktop Connection. 7. Skype. 8. FTP. 9. Several enterprise softwares that my company provides support for. 10. Screencasts and Wink Recordings. Why Choose Me: * I am a member of Upwork's Pro Customer Service Group. * I am a Top Rated customer service agent at Upwork with 100% Job Success. * 4.5 years (8000 hours) of Upwork experience working in customer & technical support. * Perfect 5-Star feedback on all 20 completed jobs. * More than 15 years of total professional experience of working in multinational companies. * Worked for more than 2 years in a managerial capacity as an Assistant Manager Finance. less

Work History and Feedback

  • Jul 2015 - Sep 2015

    Data Entry into an excel sheet

    No feedback given

    $20.00 earned
    Fixed Price

  • Nov 2010

    Level 1 Support
    $1.00 earned
    Fixed Price

Muhammad Zafar Sheikh has more jobs to show. Create an account to review them.


Name Score (out of 5) Time to Complete
English Spelling Test (U.S. Version) 5.00 1st Place! 25 mins
Accounting Principles Test 3.90 Top 10% 14 mins
Day Trading Test 3.75 Above Average 26 mins
Accounting Skills Test (Assets and Revenue) 3.40 Top 10% 16 mins
Customer Service Test 4.60 Top 10% 28 mins
Telephone Etiquette Certification 4.45 Top 10% 13 mins
U.S. Word Usage Test 3.90 Top 30% 24 mins
Office Skills Test 4.25 Top 10% 28 mins
Book keeping Test 2.90 Above Average 40 mins
Email Etiquette Certification 4.15 Top 30% 10 mins
English Vocabulary Test (U.S. Version) 4.25 Top 30% 37 mins
U.S. English Basic Skills Test 4.25 Top 20% 25 mins

Work History

100% Job Success
8,151 hours worked
22 jobs


More than 30 hrs/week


Phone Number: Verified


Search for others