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Tier I Technical Support Agent for a custom-built web application
I monitor the support inbox, complete technical task requests, and respond to customer emails, providing timely, professional, and friendly support.
I troubleshoot basic technical issues, guiding customers through common problems and solutions.
I escalate complex Issues, handing off technical issues to the tier 2 team.
I contribute to internal support SOPs and customer-facing knowledge base content.
Simple Webware Solutions
Technical Customer Support Specialist
~ I provide dedicated support to a software developer, overseeing the three accounting SaaS platforms he designed. Each platform is tailored for professionals in a specific industry.
~ My duties entail actively monitoring the support inbox for each platform and promptly addressing user inquiries encompassing account management, billing inquiries, and technical challenges.
~ Leveraging my analytical skills, I research and troubleshoot customer issues, seeing them through to resolution, or when necessary, escalating them to ensure timely and effective solutions.
~ Additionally, I collaborate closely with the developer to identify trends and implement proactive measures to enhance user experience and platform functionality.
~ My client also tasked me with a social media management project and some content creation projects.
I managed the Facebook, Instagram, and LinkedIn profiles for two of the platforms
This entailed:
Optimizing the profiles for the social media channels
Creating a social media strategy
Creating graphics for posts
Writing copy for posts
Scheduling the posts in Meta Business Suite and Buffer
Tracking metrics
Engaging with followers
I revised the tutorial videos from all three platforms to add them to their corresponding YouTube channels.
This entailed:
Creating intro videos in Canva
Creating outro videos in Canva
Editing the tutorial videos together with their matching intros and outros in Canva
Optimizing the title of each video
Optimizing each YouTube profile
Uploading the completed videos to the YouTube accounts
I repurposed some of the website content to write blog articles for the sites Learning Center.
ModSquad, Inc. is a provider of digital engagement services, offering tailored solutions to businesses seeking to optimize their online presence and customer interactions.
With a global network of over 10,000 skilled moderators, content creators, and customer support specialists, ModSquad allows brands to connect with their audiences across various digital platforms. By leveraging technology and an understanding of digital trends, ModSquad enables companies to build relationships with customers, drive growth, and foster brand loyalty in today's digital landscape
During my tenure as a Customer Support contractor with Modsquad, I delivered customer support across 13 overlapping client projects in a dynamic contract role.
Projects:
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1. Tier 1 Phone, Email, and Live Chat Support for a Movie Ticket Service App
▪️Responded to account inquiries and customers' billing concerns
▪️Processed orders
▪️Performed technical troubleshooting
2. Email Support for a Video Streaming Service during a one-day pay-per-view event
3. Tier 1 Phone, Email, and Live Chat Support and Technical Support for Multiple Brands that included Mobile Apps▪️Rideshare Services▪️Streaming Services▪️SaaS platforms ▪️E-commerce Brands▪️Insurance Agency▪️IT Firms
▪️Delivered general customer service and support
▪️Processed orders and refunds
▪️Implemented data entry and database updates
▪️Performed technical troubleshooting
▪️Escalated complex issues
▪️Reported trending technical issues
4. Outbound Phone Support for an Online Tutoring Platform
▪️Conducted outreach support calls to tutors to follow up and offer assistance after any canceled or rescheduled tutoring sessions
5. Inbound Phone Support for a State's Visitor’s Bureau and its Satellite, Internet, and Phone Company
▪️ Provided information for potential tourists to the state
▪️Performed intake for reports of technical issues with customers' communication service to escalate to the service team
6. Inbound Phone and Email Support for a brand that specializes in Gluten-free and Allergen-free Food Products
▪️Responded to product inquiries regarding ingredients and locating stores that stocked the products
▪️Processed coupon requests
▪️Escalated quality assurance concerns
7. Inbound Phone and Live Chat Support for an E-scooter App
▪️Responded to and resolved user queries
8. Tier 2 Email and Phone Support for a Health Coaching Service and Mobile App
▪️ Onboarded senior citizen app users
▪️Addressed user inquiries and performed app troubleshooting
9. Social Media Moderation for an Exercise Equipment Company
▪️Moderated user posts for the company's Facebook page
10. Tier 1 Email Support for a Digital Library Subscription Service
Responsibilities included efficiently handling various customer requests
Processed refunds, subscription cancellations, and password resets
Addressed inquiries regarding newsletters
11. Processing Donation Matching Requests for a Fortune 500 Company
Maintaining a high level of accuracy and attention to detail, I processed donation matching requests between employees and their employer.
Evaluated each request against predefined criteria, ensuring compliance
Approved or denied requests
12. Tier 2 Email Support for a SaaS that serves Property Leasing Agencies
I assisted platform users by promptly addressing their technical inquiries and requests via email tickets.
Complete onboarding tasks
Processed database update data entry requests
Researched information requests
Performed technical troubleshooting
Escalated complex technical issues
13. Tier 1 Email Support for Online Film and Video SaaS and Community
I provided technical and billing support to customers through email tickets, ensuring prompt resolution of inquiries and concerns.
Processed service cancellations and refunds
Identified, researched, and addressed trending customer issues and collaborated with team members to resolve complex issues promptly.
Stayed up-to-date on the latest bugs, client launches, and policy changes
SimplrFlex is a leading provider of flexible customer service solutions, offering on-demand support for a diverse range of businesses.
Through a network of skilled remote agents, SimplrFlex assists companies in delivering exceptional customer experiences across various channels. Their innovative platform allows businesses to scale customer support operations efficiently while maintaining high standards of service quality.
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As a Customer Service contractor, I performed Email and Live Chat Support for 20+ Clients that included: ▪️SaaS platforms▪️Mobile Apps▪️Online Retailers from industries such as apparel, electronics, nutrition, beauty, and home decor
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▪️Responded to requests for order statuses, tracking information, and product information
▪️Advised customers on sizing and product options
▪️Performed technical troubleshooting of SaaS products and mobile apps
▪️Processed returns, exchanges, replacements, and refunds
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