My responsibilities at Lunio• Implementing improved processes, automation, SLAs, CSAT scoring and reporting into Zendesk to ensure the clients were receiving the best possible support.• Mentoring and managing the customer support team to provide the best level of support to the clients by following strict processes and SLA’s.• Providing internal and external training sessions to assist users to better understand the product and effectively apply it to their business requirements.• Assisting the Sales and Customer Success team by providing SQL/Redshift data reports, answering technical/qualifying questions, and scoping out the clients Implementation process to get deals over the line and existing client renewals.• Assisting the Product team by testing new software releases and feeding back potential bugs and solutions. Assisted with rolling out client beta tests for new product releases with clear metrics to success.• Escalation manager between the support representatives and the Dev/Product team. Ensuring product bugs and queries were troubleshooted effectively before being logged and worked on by the Dev team.• Creating Knowledge base articles from technical setup guides and instructional videos, general information, and FAQs.• Implementing and managing a 3rd party support team for out-of-hours (OOO) to ensure our overseas clients can still receive world class support.

I am responsible to ensure that all technical aspects of FastDox are functioning optimally. My duties include the following:• Handling customer technical support cases through phone and email submission• Updating the company website with tech tips and brief documents• Evaluating system potential through assessing compatibility of software development• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations to the Development Team and Technical Director • Maintaining system functionality by testing computer components• Achieving computer stem objectives through collecting relevant data, identifying, and evaluating options and suggesting a course of action• Maintain client confidence by keeping their information confidential, secure, and robust• Preparing reference material for business users by drafting operation instructions