Technical Support Expert
Company leader in resolved cases.Built ongoing relationships with customers. Answered system questions and provided workflow and implementation best practices. Supported inquiries via various channels (Chat, phone, email, etc.). Developed a strong technical and business expertise of all datto products. Developed a strong understanding of datto customer requirements and processes. Performed incident triage and first resolution. Maintained ownership of incidents until resolved or escalated for further research. Maintained ticket backlog per service level agreement. Collaborated with leadership to improve skill sets and career development opportunities. Created articles for our customer-facing knowledge base when related information is not present.