Intake Analyst
CurrentTriaged and categorized incoming requests and issues, ensuring timely and efficient handling. Prioritized issues based on severity and impact, ensuring critical problems were addressed promptly. Served as the primary point of contact for customers and other departments, providing clear and effective communication .Escalated issues related to coverage, customer apps, internal tools, and short code issues to appropriate teams. Used Salesforce and ServiceNow to create and manage incidents, ensuring accurate tracking and resolution. Provided detailed examples and replication steps of issues for engineers, facilitating quick and accurate resolution. Tracked defects and worked closely with technical teams to ensure prompt and effective remediation. Handled Spanish-language issues and supported Spanish-speaking customers, bridging communication gaps and ensuring customer satisfaction.
