Experience

Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• • Mar 2021 - Present

  Managing Premier Technical Support team of 30 members,collaborating with internal resources, Operation Managers, ProjectManagement etc. + direct responsible customer representatives.- Fully responsible for running and managing the company’s technical support and customer service department, currently employing asmall team of dedicated technicians.- Ensuring the team quickly and efficiently responds to inboundtechnical support issues, via telephone, email, and the company’s website and support ticketing system, and that all issues are documented and resolved ASAP. It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.- Successful candidate managing and maintaining the company’s online support systems, including ticketing, Knowledgebase articles and support documentation. A critical eye for detail is imperative, as is a detailed and methodical approach to documentation. Show less

• • Oct 2019 - Present



Tek Experts

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Support Specialist

  • Jan 2019 - Aug 2019

  - Provide customer support relating to billing questions - Ensure all clients remain informed on outstanding debts and deadlines, issuing past due notices to customers - Handle confidential customer information with tact and discretion - Receive, resolve, and reply to various emails and tickets - Answer billing system support calls and provide proper troubleshooting steps, resolve presented issues, and track call details - Troubleshoot errors and reconcile differences in billing - Working closely with clients in resolving technical issues in relation to Cloud services - Helping fellow colleagues with specific questions regarding everyday work Show less