Experience

Mi9 Retail

• United States
• Software Development
• 100 - 200 Employee

• Quality Assurance Engineer

  • Aug 2021 - Present

• Support Technician

  • May 2018 - Present

  Provide support to customers through various channels.Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems.Make initial classification of user requests, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues.Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported.Escalate complex problems or requests to the appropriate person or team, providing them with diagnostic data and other relevant information and supportSolve basic and common user problems in real-time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser-related issues.Reproduce bugs in local environments in order to assist QA in testing.Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as neededResolve incidents in a timely manner as per established SLAExperience with Python, HTML, CSS, JavaScript, Java, C, PHP, MS SQL, DockerExperience using Zendesk, Jira, Confluence, Zoom, Salesforce Show less



MyWebGrocer

• Dublin

• Customer Support

  • 2017 - May 2018



Sky

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Technical Support

  • Jun 2015 - 2017



Pestokill Pest Control - Service Across the UK

• United Kingdom
• Retail Office Equipment
• 1 - 100 Employee

• Pest Control Technician

  • 2014 - 2015