Experience

Teltech

• IT Services and IT Consulting
• 1 - 100 Employee

• Quality Assurance Associate

  • Oct 2019 - Present

  • Perform and maintain Test Suites bi-weekly to guarantee new features function properly.• Report bugs and work closely with the Engineering team to find solutions.• Sync with Technical Support and Product teams to gather information on new/existing bugs that require immediate attention.• Conduct market research on competitor platforms to analyze UI and suggest improvements to senior leadership.• Maintain and test three products for Android, iOS, and Web offerings simultaneously to ensure timely updates.• Monitor each release and report any additional issues that were missed. Show less

• Technical Support Team Lead

  • Apr 2018 - Oct 2019

  • Train and manage the Technical Support team to ensure customer assistance and satisfaction are up to company standards.• Regularly handle customer escalations that are outside the scope of our TS Agents, in a timely manner to guarantee customer satisfaction.• Manage Zendesk tickets and live chat triggers to retain accuracy and transparency with customers.• Work alongside the Fraud department to handle billing and fraudulent inquiries with both consumer and enterprise customers.• Create and manage monthly reports to track KPI metrics and performance. Show less

• Technical Support Representative

  • Apr 2017 - Apr 2018

  • Be a subject matter expert on our full product suite across Android, iOS, and Web platforms, to solve all customer problems.• Communicate frequently through Zendesk emails, live chats, and phone calls in an efficient manner.• Create an exceptional customer experience by building rapport with customers through personable and empathetic conversations.• Top performer, consistently maintained company satisfaction standards on a monthly basis.