Customer/Technical Support

• Conducted discovery calls with potential customers to understand their business challenges, identify their needs, and determine if our product/service was a good fit. • Built strong relationships with prospects through consistent communication, personalized follow-up, and providing valuable resources. • Effectively handled customer objections by addressing concerns, providing alternative solutions, and demonstrating the value of our product/services.

• Troubleshot network connectivity problems, including Wi-Fi issues, LAN/WAN connectivity problems, and VPN configurations. • Successfully handled difficult or frustrated customers by de-escalating situations, demonstrating empathy, and finding appropriate solutions. • Proficient in using remote support tools to diagnose and resolve technical issues remotely.

• Responding to Customer Inquiries: "Responded to customer inquiries via phone, email, chat, and social media, providing accurate and timely information. • Demonstrated strong active listening skills, paying close attention to customer needs and concerns. • Analyzed customer issues to identify root causes and implement effective solutions.

• Assisted users with installing and configuring QuickBooks Desktop and Online, ensuring proper setup and data migration. • Resolved common QuickBooks errors, such as data file corruption, login issues, and printing problems. • Guided users on how to import and export data between QuickBooks and other applications (e.g., Excel).

• Understand that Salesforce is a cloud-based CRM (Customer Relationship Management) platform used by businesses to manage customer interactions, sales processes, marketing campaigns, and more. • Understand the lifecycle of a case, from creation to resolution. • Know how cases are assigned to support agents (e.g., through queues, assignment rules).

As a directly hired and GoHighLevel (GHL) certified administrator, I've been instrumental in leveraging the platform to streamline operations and drive tangible results. My role has involved taking full ownership of our GHL ecosystem, from initial setup and advanced automation builds to continuous optimization. The certification provided me with a robust understanding of GHL's capabilities.