Rio Rahantoknam
Customer Support Specialist
Schiedam,ZH
Summary
Accomplished Customer Service and Technical Support professional with over 20 years of experience in managing support operations and enhancing customer satisfaction. Demonstrated expertise in effective communication across all organizational levels, optimizing SLAs, and delivering tailored solutions for varied client needs. Committed to utilizing technical skills to improve service delivery and foster long-lasting client relationships.
Overview
37
37
years of professional experience
Work History
Customer Support Specialist
PixelPool BV
09.2020 - Current
- Established comprehensive customer support system.
- Supported Dtail (3D Virtual Showroom) for international clients in the Fashion Industry, including Nike, H&M, Adidas, and Hunkemöller.
- Assisted customers through tickets, emails, and Teams.
- Ensured timely resolution of problems in alignment with SLA standards.
- Reported software bugs to Development Support using Jira.
- Managing the Help articles and guidelines in the Knowledge Base
- Member of ISO security team
Technical Support Desk Engineer
Scan Coin / Suzohapp Netherlands
08.2018 - 07.2020
- Managed maintenance of Money/Ticket changer machines for Holland Casino and Money checkers for Police, FIOD, retail customers.
- Provided both 1st and 2nd tier technical support to customers and Field Service Technicians.
- Analyzed, troubleshot, and resolved technical issues (HW/SW).
- Executed tests for both hardware modifications and software updates on the simulation system.
- Provided expert assistance both off-site and at customer premises.
Repair Coördinator
Dyson B.V.
11.2017 - 06.2018
- Managed servicing operations for Dyson devices.
- Developed concise guidelines aimed at home customers.
- Maintaining the SLA
- Detected bugs and communicated these issues to R/D team in UK.
- Created and maintained a database of service requests, repairs, and customer information in CRM system
- Coordinated with technicians to ensure timely completion of all repair jobs.
Operational Support Engineer
XCLNT BV
03.2016 - 09.2017
- Resolved technical issues concerning VoIP telephony.
- Resolved various technical issues.
- Guided customers through home installation of VoIP boxes.
- Developed troubleshooting guidelines for first-line support.
- Tracked and documented reported bugs using Jira.
Offline Marketeer
Own Company
08.2015 - 02.2016
- Assisted small businesses to increase their local presence
- Adding business profiles to Google's local directory.
- Boosted local search visibility through optimization techniques.
- Ensured continuous website functionality for clients.
Technical Support Engineer
Sonos
07.2014 - 07.2015
- Delivered primary technical assistance to clients of Sonos.
- Resolved technical issues pertaining to wifi connectivity and streaming.
- Resolved network issues.
- Provided guidance on network equipment.
- Delivered customer support to Dutch and UK customers.
- Logged issues in Sonos support system.
- Primary language: English.
Technical Helpdesk
Unamic/Xerox
01.2013 - 01.2014
- Tier 1 Helpdesk for Canal Digital
- Helping the customers with problems with the Satellite Dish Equipment
- Assist during the installation and troubleshoot of the problems
Coordinator International Multi Vendor Support
Alcatel-Lucent BV
08.2002 - 05.2010
- Managed and maintained telecom infrastructure for leading brands.
- Served as SPOC for British Telecom.
- Ensure compliance with ISO standards for both hardware and software solutions.
- Coordinated with various departments including HW vendor, Sales, Installation, Repair and Logistics.
- Ensured continuous customer engagement through regular communications.
- Deliver presentations on new product capabilities at customer premises.
- Assessed the technical feasibility of customer requirements.
- Managed 24/7 emergency support coordination.
- Managed emergency reports and communicated them to management.
- Facilitated integration and testing of new hardware solutions.
Telecom Specialist, Consultant, Solution Engineer, Local Support Manager
AT&T and Philips Telecommunications, Lucent Technologies
06.1988 - 07.2002
- Performed diverse technical operations as part of the customer support team.
- Coordinated support for international multi-vendor network.
- Delivered technical support for the 5ESS system across EMEA.
- Served as Technical Consultant and Local Support Manager for Canarias Telecom in Spain.
- Offered management and consultation expertise to PT Telkom in Jakarta, Indonesia.
- Delivered technical support for regional field operations.
- Telecom Engineer
Education
Bachelor of Science - Electrotechnics
HTS Eindhoven (now Fontys Hogeschool)
06-1987
Skills
- Customer-Focused Solutions
- Service Level Agreement (SLA) Management
- Customer Relationship Management
- Technical Problem Solving and Support
- Escalation Handling and Coordination
- Cross-Functional Team Collaboration
- Jira and Ticketing Systems
- Product Knowledge Development
- Strong Interpersonal and Communication Skills
- Proactive Approach
Trainings
- Diploma for Social Media, Shaw Academy, 2016
- Social Media Marketing with Facebook & Twitter, 2012
- Network Management System E4EA, 2009
- IMS & Voip Basic and Advanced Course, 2006
- How To Communicate With Customer, 1999/2006
- Intelligent Network Architecture Course, 1999
- 5ESS Basic Course, Advanced Trouble Analysis, Software Application, Software Update Implementation, 1990-1999
Hobbies / Interests
Electronic Gadgets, Computers, Multimedia, Smart Home, AI Applications, IoT, Social Media & Multi Platforms Marketing, Fitness, Travelling, Movies
Personal Information
- Place of Birth: Ambon (Indonesia)
- Date of Birth: 06/25/61
- Nationality: Dutch
- Visa Status: Dutch Resident
Languages
Dutch
First Language
English
Proficient (C2)
C2
Indonesian
Proficient (C2)
C2
Timeline
Customer Support Specialist
PixelPool BV
09.2020 - Current
Technical Support Desk Engineer
Scan Coin / Suzohapp Netherlands
08.2018 - 07.2020
Repair Coördinator
Dyson B.V.
11.2017 - 06.2018
Operational Support Engineer
XCLNT BV
03.2016 - 09.2017
Offline Marketeer
Own Company
08.2015 - 02.2016
Technical Support Engineer
Sonos
07.2014 - 07.2015
Technical Helpdesk
Unamic/Xerox
01.2013 - 01.2014
Coordinator International Multi Vendor Support
Alcatel-Lucent BV
08.2002 - 05.2010
Telecom Specialist, Consultant, Solution Engineer, Local Support Manager
AT&T and Philips Telecommunications, Lucent Technologies
06.1988 - 07.2002
Bachelor of Science - Electrotechnics
HTS Eindhoven (now Fontys Hogeschool)
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