Christopher Santos Email & Phone Number

Valenzuela, NCR, PH

• Interface between front line support and product development to document, prioritize and review product issues for high profile clients.
• Escalation point interfacing with product development team to assist in planning of sprints for new product version releases and bug fixes.
• Work collaboratively with clients, team members, implementation consultants, and internal resources across our global office to achieve results.
• Train and mentor new and junior employees and explain protocols clearly and efficiently.
• Assists management with service-level protocol improvements, quality assurance and CSAT analysis.
• Review and qualify client requested product enhancement requests.

• Frontline technical support responsible for resolving client inquiries and assistance in utilizing products with workflow.
• Support and escalation resource for troubleshooting and management of high priority cases.
• Create detailed training documentation in the form of training, case studies, and knowledge base articles to facilitate knowledge share and team efficiency.
• Test, review, and document replication steps for escalated issues and application bugs.
• Assists with automation workflow of client to increase productivity.

• Researched issues on various computer systems, internet connection and network to resolve complaints, answer inquiries and outline solutions (Windows and Mac environment).
• Troubleshoot and debug HTML coding (HTML, PHP, ASP/ASP.NET, PERL, etc.) with particular focus on EarthLink-provided cgi and web server scripts (Apache.htaccess and IIS server-side scripts).
• Supported customers with online billing and account issues
• Resolved customer complaints and concerns with strong verbal and negotiation skills.

• Used proprietary data-parsing software and Visual FoxPro for transferring of survey return data to database.
• Worked with Application Engineer to deliver solutions and provide training to operations.
• Protected database system by developing access system and specifying user-level type of access.
• Provided technical support for database and database application.