SaaS Cust Support Team Leader | Tech Support | E-com Expert

Overview

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

at $8.00/hour ($1,408.00/month)

Bachelors degree

Last Active

September 18th, 2023 (14 days ago)

Member Since

December 17th, 2016

Profile Description

I am a BPO professional with with 6 years CSR/Tech Support experience (Email, Chat, Phone) and 4 years as Head of Support with good leadership, decision-making, and organization skills. Other professional experiences includes Trainer, QA, Human Resource, Data Analyst, English Tutor & a business owner for 10 years. I have been working at home full time for 7 years. I have worked closely with the SaaS CEOs and developers for 4 years and led a team of support professionals and technical experts. Prior to working at home, I have worked in the BPO industry (office-based) for 2 years as Customer Service/Technical Support Rep. for topnotch US based companies (HSBC, eBay, Hewlett-Packard & DISH Network). 

My support role:
• Serve as the first point of contact for users seeking technical assistance over Email and Chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Create how-to tutorials
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Strong attention to detail and multi-tasking skills.

My Team Leader role:
• Identify and suggest possible improvements on procedures
• Ensure effective team management
• Create SOP, Training modules
• Check work quality
• Communicate support metrics to the teaUpgrade to see actual infomber
• Facilitate Training sessions
• Ensure to deliver customer experiences of highest standard
• Handle Human Resource, interviewing and recruiting
• Create/maintain the knowledge base/documentations
• Ensure team productivity
• Ensure effective assessments and coaching 
• Manage/lead teaUpgrade to see actual infoetings
• Implement support processes
• Address teaUpgrade to see actual infomber's needs
• Manage high valued clients
• Handle/Save disputes, escalations, refunds and cancellation
• Manage customer reach out program