Austin Vu Email & Phone Number

Sydney, Nsw, Au

Remote

• Provide technical support to a global customer base, troubleshooting website issues and achieving a consistent CSAT score of 96% or higher.• Leverage Google Cloud Console expertise and to assist with cloud-related issues, including provisioning pods and instances, performing backups and restores, and helping customers with migration from legacy hosting environments.• Responsible for the triage of all inboud tickets and delegation to the right queues.• Responsible for handling two support chats simultaneously, and escalating to ticket if necessary.• Utilise browser devtools, SQL queries within BigQuery, and Google Cloud log explorer to efficiently debug website issues, such as downtime, slow performance, DNS/SSL errors, and NGINX redirects.• Collaborate effectively with Tier 2 support and engineering teams to resolve escalated issues and ensure timely resolutions.• Collaborate seamlessly with global support teams by handling handoffs and ensuring smooth transitions of unresolved issues across APAC, EMEA, and AMER time zones.• Proactively identify and report bugs and feature requests, advocating for customer needs and driving product improvements.• Author and maintain comprehensive internal and customer-facing technical documentation to enhance knowledge sharing and improve self-service support.

• Deliver end-to-end website solutions for clients, from initial concept and design to WordPress development, hosting setup, and client training.• Demonstrate strong communication, technical proficiency, and problem-solving abilities.

Greater Sydney Area

• Customer service support via Facebook Business, Facebook Messenger &Instagram• Book appointments and direct customers to the online booking channel

Greater Sydney Area

• Optimise customer management processes by researching, implementing, and automating a CRM workflow using Square Appointments, Zapier, and JotForm, resulting in 15% increase in booking efficiency and streamlined client communication.• Proactively identify and address technical challenges, including liaising with Square support teams to resolve issues and advocate for feature requests.• Manage customer interactions across multiple channels (Facebook Business, Messenger, Instagram) while ensuring a seamless online booking experience through a Square-integrated website.

Create identity collaterals, including logo, business cards, pricelists, etc

Greater Sydney Area

• Provided comprehensive phone and email support to B2B customers, resolving e-commerce website inquiries and ensuring a seamless online experience.• Efficiently managed and redirected customer inquiries, ensuring timely resolution and a high level of customer satisfaction.• Assisted both B2B and B2C customers with product-related questions, demonstrating strong product knowledge and effective communication skills.

• Customised the front-end and back-end of an e-commerce website built on Neto using PHP, adapting the platform to meet specific business workflow needs.• Provided remote technical support to team members using TeamViewer and Google Remote Desktop, resolving software and hardware issues efficiently.• Established and managed an Amazon sales channel, resolving technical issues through effective communication with Amazon support.• Researched, implemented, and provided training on HubSpot CRM workflows for multiple field sales representatives, driving sales efficiency.• Managed the e-commerce website, including customer registrations, order processing, and ensuring a seamless online experience for B2B customers.

• Renovate the e-commerce website to encourage a more efficient online order takingmethod.• Produce promotional materials across various media• Create interactive forms• Design product labels and packaging• Liaise with stock suppliers and printers

Sydney, Australia

• Compile documentation to assist clients in utilising the developed system(WordPress)• Revamp existing websites, or design them from scratch for small to mediumsize businesses using WordPress CMS• Provide a complete service package, from branding to web development andmaintenance

Sydney, Australia

Website Design

Sydney, Australia

Identity Design (Business Cards, Stationery, etc.)T-shirt DesignSignage & Graphics

Sydney, Australia

Make amendments to design artworks upon client's demandAssist creative directors in their strategic planning. For example: creating digital mood boards, looking for reference imagesEngage in teamwork activities through different projects

Design packaging labels for household productsDesign newspaper ads to promote company's products

Diploma, Graphic Design & Communication

Activities and Societies: Photoshop,Illustrator,InDesign,Design Elements & Principles, Colour & Research, Layout

Certificate Iv, Web Page, Digital/Multimedia And Information Resources Design

Activities and Societies: Website,Database,HTML,CSS,Dreamweaver,Photoshop, Javascript