- Train, mentor and motivated team members and new hires, with a strong focus on optimizing productivity and performance- Help customer success, sales and product development teams answering queries they come across while performing their day-to-day activities.- Understand merchants' pain points and guide them to better use the software- Answer and provided solutions to customers in a timely fashion through helpdesk ticketing, email, and video calls- Research technical issues and coordinated with QA and Product Development teams to resolve problems and recommend enhancements- Write support documents and prepare internal guides- Write scripts and manage the entire process of preparing video tutorials- Create and improve procedures and processes used to effectively troubleshoot customer issues

- Understand merchants' pain points and guide them to better use the software- Answer and provided solutions to customers in a timely fashion through helpdesk ticketing, email, and video calls- Research technical issues and coordinated with QA and Product Development teams to resolve problems and recommend enhancements- Write support documents and prepare internal guides- Write scripts and manage the entire process of preparing video tutorials

- Handled level I & level II support queries and provided solutions to customers in a timely fashion through helpdesk ticketing, email, and social media- Researched technical issues and coordinated with QA and Product Development teams to resolve problems and recommend enhancements- Created and improved procedures and processes used to effectively troubleshoot customer issues- Wrote KB articles

- Managed support team and provided solutions to customers in a timely fashion through helpdesk ticketing, email, phone, live chat and social media- Researched technical issues and coordinated with QA and Product Development teams to resolve problems and recommend enhancements- Created and improved procedures and processes used to effectively troubleshoot customer issues- Built knowledge base and wrote all the KB articles- Wrote internal guidelines- Trained, mentored and motivated team members and new hires, with a strong focus on optimizing productivity and performance- Handled bug tracking tool - identified and reported software defects and organized bug tracking system

- Develop websites using HTML5, CSS, JavaScript and PHP w/ MySQL- Build and manage e-commerce websites based off of WordPress and Woocommerce

- Wrote the entire support documentation of Interakt.co- Assisted customers through helpdesk ticketing and live chat- Resolved customer technical issues through diligent research, reproduction, and troubleshooting- Drafted internal guidelines

- Assisted in the development and testing of mobile applications - Trained users on effective use of the applications - Identified issues before they become problems and collaborated to fix them

- Trained teachers to utilize software applications to enhance classroom performance.- Taught programming to engineering students and computer accounting to employees.

Instructed introductory, intermediate and advanced levels of Microsoft Office Professional Suite computer classes including Word, Excel, PowerPoint, Access, and Internet Explorer to over 350 college students.(part time)