Experience

CGS Romania

• Romania
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Team Lead

  • Jun 2022 - Present

• Technical Onboarding Engineer

  • Aug 2019 - Jul 2022

  • Manage the customer onboarding process.• Collaborate with the Customer Success Manager to move onboarding projects along.• Work with Third Party vendors on the customer’s behalf as necessary.• Work with internal business stakeholders to ensure email services are properly authenticated with SPF and/or DKIM.• Ensure customers get to DMARC enforcement.

• Social Media Customer Support - Tier 2

  • Mar 2016 - Aug 2019

  •POC for the Social Media Customer Support team. •Responsible for assisting Tier I personnel in solving technical problems.•Investigate elevated issues by confirming the validity of the problem and finding solutions related to more complex issues.•Build reports based on the customer feedback received through different channels and present them to product managers.

• Senior Technical Support Specialist

  • Sep 2015 - Mar 2016

  •Provide chat support for Tier 1 customer support representatives.•Resolve complex issues requiring detailed systems and application knowledge that have been escalated from Tier I.•Identify system issues and report to the appropriate fix agents.

• Technical Support Specialist

  • Oct 2012 - Aug 2015

  •Provide client support via phone, including procedural documentation. •Respond within agreed time limits to call-outs. •Gather the customer's information and determine the customer's issue by analyzing the symptoms.•Prioritize and manage cases. Establish a good working relationship with customers and other professionals•Keep a record of customer interactions, transactions, comments, and complaints.