Assisting Event organizers to create and manage there events on the Eventbrite platform though Calls, Live Chat and emailMaintaining my product knowledge, tracking the effectiveness of a new system or solution, and delivering consumer feedback to the internal teams on these efforts.

Live coaching with Experts to help them support our users with the customer care mindset.Delivering feedback to experts in an one to one setting as well working on plans to help them develop their customer care skills.Planing and leading group meetings with mentees.Tracking progress before during and after the mentoring and reporting based on results. Providing Progress reports to both mentees and their team leads. Working with new employees to help… Show more Live coaching with Experts to help them support our users with the customer care mindset.Delivering feedback to experts in an one to one setting as well working on plans to help them develop their customer care skills.Planing and leading group meetings with mentees.Tracking progress before during and after the mentoring and reporting based on results. Providing Progress reports to both mentees and their team leads. Working with new employees to help on-board them into their role as Wix experts Show less

Supporting both customers and fellow support agents in a number of different areas which include - Tier 2 technical support (Assisting agents with tougher technical cases, taking over these cases, elevating bugs to development team for fixing) - Tier 2 Billing support (Assisting agents with complex billing cases, issuing refunds to users when necessary, documenting these refunds clearly)- Approvals team (Connecting on calls where a user is asking for a discount/ refund… Show more Supporting both customers and fellow support agents in a number of different areas which include - Tier 2 technical support (Assisting agents with tougher technical cases, taking over these cases, elevating bugs to development team for fixing) - Tier 2 Billing support (Assisting agents with complex billing cases, issuing refunds to users when necessary, documenting these refunds clearly)- Approvals team (Connecting on calls where a user is asking for a discount/ refund outside the internal refund policy, assessing the situation and granting their request or offering an alternative appeasement) - Deescalation team (Taking over on calls where the client has become frustrated and working with them to come to a satisfactory resolution)- Practice call and ticket team (Helping agents who are in the training processes adapt to both call flow and the product by correcting practice email cases with them and posing as a customer on practice calls)-Buddy program (Helping newer agents by reviewing some of their calls each week and talking about where they could improve and also where they are strong and should keep skills up) Show less

Tier 1 Technical Support Specialist