Sr. Customer Support Representative | Subject Matter Expert

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

May 7th, 2024 (12 days ago)

Member Since

February 25th, 2023

Profile Description

Diagnosing, troubleshooting, and developing new solutions that solve the root cause of user problems in tickets elevated from our L1 support team.
• Records and tracks issues from the outset to the conclusion.
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Serve as a resource to other support personnel
• Ensure service delivered to our clients meets contractual Key Performance Indicators (‘KPIs’)
• Ensuring that various types of information are communicated to L1 and clients through the appropriate channels.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved tickets as appropriate.
• Communicate with the client together with the respective resolver teams to provide updates and follow-ups of any technical issues and outages.
• Identify and implement process improvement initiatives, while maintaining a better user experience.
• Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
• Collaborated with cross-functional teams in order to improve existing processes by identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility.