Eduardo Gonzalez Rojas Email & Phone Number

Fort Myers, Fl, Us

Fort Myers, Fl, Us

Help provide support to Handshake customers using web-based and phone request via internal ticketing systems, phone, Zoom and other support tools. Serve as an expert on the EDU side of the product for customers and internal teams, assisting with internal and external documentation, hosting/facilitating team training, and other projects as needed.Drive improvements in efficiency, response times and customer satisfaction within my team and across the entire customer support organization. Support Agent for different school programs, such as Grow with Google, where specialized support is provided to improve program completion dates and facilitate career connections between GWG learners and relevant employers. Occasionally handle escalations to assist in more resolution when tickets would benefit from deeper product knowledge.

Remote

Conducted interviews with an interview panel for a new manager of Education Support.Contribute to Team Training by building content for new hires using the learning management system Lessonly.Create custom reports for partners using Looker.Use JIRA to create relevant projects for the engineer, documentation and support operations team to track bugs and updates.Positively impact the team by helping with training of several new Full Time agents and Contractors by conducting ShadowSessions, helping review their work and offer guidance.Conduct scheduled zoom meetings with partners to troubleshot live and provide a high quality experience.Answer phone calls daily to provide support to employers users and school partners.Built relationships with cross-functional partners in order to give users the best possible service; including the engineering,success, marketing and product.

Assisted the Consumer Support Team to provide efficient and effective support and contributed to a seamless user experience byresponding to individual issues set by employers, career services, and students. Provided solutions to common questions trends toprovide the best customer experience for clients.

Florida, United States

Revises flyers sent by organizations for events hosted within building.Creates promotional videos for building.Manages software server (FourWinds) used to deploy flyers to different workstations in multiple buildings.Helps setup and oversees computer lab with 65 workstations.Removes and replaces malfunctioning components to correct hardware problems.Configures hardware, devices and software to set up workstations for employees.Breaks down and evaluates user problems using test scripts, personal expertise and probing questions.

Miami

Operated EMS software to conduct reservations for on campus organizations and departments.Answered frequent phone calls.Sent staff emails to all relevant departments.Assisted students who have questions.