Customer Support Analyst

• Jan 2023 - Present

Customer Support Specialist

• Jul 2021 - Dec 2022

Engage with customers and utilize troubleshooting skills to resolve client issues usingwritten correspondence while utilizing customer service software ticketing and live chat feature.Regular communication with teammates and other business units in order to resolve clientneeds.Review cryptocurrency transactions in order to preserve security and client assets. Monitor and engage the cryptocurrency space in order to maintain satisfactoryknowledge of the topic and be aware of cutting-edge technologies. Maintain positive communication and utilize active listening while sharing difficultresults to clients.

Associate Technical Support Engineer

• Dec 2019 - Jun 2021

Engage with customers via phone, portal, email and chat to respond to requests and resolve issues and questionsBuild and manage strong customer relationships through customer interactionsResolve issues by utilizing appropriate resources and effectively communicating issue resolutionTroubleshoot basic to moderate technical issues.Document and track case histories, issues and actionable steps takenAssist in ownership of the content of knowledge base articles to ensure up-to-date product information is available both internally and to customers via the customer portalGain in-depth knowledge of system capabilities and industry best practices along with creative problem-solving skills to resolve complex technical and functional problemsDetermine the right course of action or escalation path for customer requests/issuesMeet and exceed customer service KPIs including CSAT, SLA, and Productivity metricsPrioritize concurrent customer projects and manage to timely completionWork effectively in a team-based environment

Associate Online Solution Specialist

• Nov 2018 - Dec 2019

• Manage multiple implementation projects and ensure that client expectations are met.• Provide single contact support to multiple clients in an array of areas including quality assurance, technical support, product upgrades, and data delivery.• Use best practices, proprietary tools and software, and relationship building to ensure that all clients are properly configured in order to ensure project success

In-Store Programming Representative

• Aug 2017 - Nov 2018

• Providing sales support and marketing support to clients located in the American Mid-West and all international customers.• Development of numerous digital marketing campaigns utilizing Google AdWords, Facebook Ads, and direct digital solicitation to meet customer interaction metrics, web traffic metrics, and digital marketing conversion.• Market research and analysis of competing ventures. • Providing sales support and marketing support to clients located in the American Mid-West and all international customers.• Development of numerous digital marketing campaigns utilizing Google AdWords, Facebook Ads, and direct digital solicitation to meet customer interaction metrics, web traffic metrics, and digital marketing conversion.• Market research and analysis of competing ventures.