De’Andra Guthrie Email & Phone Number

Louisville, Kentucky, United States

Louisville, Kentucky, United States

• Perform QA functions for any issue resolution from support.• Track and thoroughly document all customer issues in our ticketing system.• Develop ad hoc SQL queries.• As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.• Investigate and respond to system and network issues while minimizing impact on customer service. • Follow processes and procedures to escalate issues as required in 24/7 support environment. • Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts and project managers.• Facilitate positive proactive working relationships with customers and internal resources.• Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software)

Louisville, Kentucky, United States

• Work with Customers, Operations, and Project Managers to collect and inventory all submitted booking system data feeds. • The data will be screened for reasonableness and imported into a historic database resolving errors as required. • Work independently to collect and load current and history data feeds received from our customers. • Develop adhoc SQL queries as requested.• Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. • Investigate and respond to system and network issues while minimizing impact on customer service. • Follow processes and procedures to escalate issues as required in 24/7 support environment. • Issues service interruption reports to requisite government agencies as required.

Jeffersonville, Indiana, United States

• Provide accurate high-quality service to both our internal and external customer inquiries related to service and technical support for point of sale devices involving credit, debit, and EBT card processing.• Provide technical support for customers experiencing batch closure problems, trouble-shooting terminals, research of complaints, some fraud investigation• Data entry, and general communication with customers to help them understand how to use their terminal correctly. • Accountable for developing a basic knowledge of products, procedures, and technologies. • Responsible for point-of-sale/software-related questions within team that may need to be researched or escalated.

• Serves customers by providing product and service information relating to high speed Internet access and other new product lines. • Solicits orders for new products and services.• Responds to customer inquiries regarding products and services; Offers additional or alternative product and services to customer; attempts to save disconnects or avoid reduction in services; Explains price information, billing procedures, installation procedures and rate structure • Resolves product or service issues by clarifying the customers' complaint and determining the cause of the problem; diagnoses general internet related problems and recommends solutions; expedites correction or applies credit adjustment, notifies other departments or outside partners of need for resolution. • Maintains customer accounts; enters sales and customer information such as sales orders and processing advance payment promptly and accurately • Coordinates with customer to arrange installation or service date and times; places follow-up calls to customers to ensure installation was completed correctly and on time • Adjusts billing errors in compliance with established policy • Generates required reports such as activity and results reports (i.e. daily call reports, weekly work plans, and periodic territory analyses) in a consistent and timely manner • Performs research to determine current marketplace information on pricing, products, merchandising techniques, and other relevant information.