Technical Support Specialist of CRM System
04.2016 − 11.2017 (1 рік 6 місяців)
- Support the customers by providing necessary information on all of our instruments via phone, live chat and email in a timely and professional manner.
- Setup software according to the customer requirements;
- Provide through support and problem resolution for customers;
- Maintain composure and patience in face of difficult customer situation;
- Informing customers about issue resolution progress;
- Develop technical expertise regarding our products, systems, and services;
- Tracks product upgrades and helps customers take advantage of them.
- Reproducing bugs and errors in test environment and escalating them to developers team.
- Creating tutorials for clients/database.
- Analyzing statistical reports, providing summaries for clients.
Customer care service, consultant
06.2015 − 04.2016 (10 місяців)
- Configure and install new workstations, printers and peripherals, Troubleshoot and remediate PC, printer, and peripheral issues.
- Install, update, configure and troubleshoot software in the enterprise desktop environment.
- User Access Control responsibilities for numerous systems and services.
- Provide operational support for all applications and software functions including file uploads, files downloads, and report execution.
- Create and maintain system monitoring to track system outages, ensure appropriate alerts, and document resolution when needed.
Customer Service Manager
03.2014 − 08.2014 (5 місяців)
- Develop, prepare and review reports for management
- Review and respond to complex issues and questions
- Review, investigate and resolve inquiries regarding customer service issues for internal and external customers
- Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
- Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations
- Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances.