Erick Mancera Email & Phone Number

Barranquilla, Co

Mobile App Developer, App Store publisher.

▪ Taking incoming calls from customers of the Think 3 brands worldwide, mainly BiznessApps, logging a ticket on their behalf in order toprovide support as per the maintenance contract.▪ Also taking incoming electronic tickets logged by customers themselves into the support platform,then making sure that the ticket gets progressed towards resolution, by analyzing provided logs,recreating the issue in a virtual environment, troubleshooting over the phone or even in remotecustomer meetings, while building a rapport with the customers, making sure they are satisfied withthe way the case has been handled and they are happy with the obtained results.▪ Following up with the customers either via email or via phone for follow-up purposes or care calls,ensuring the customer relationship is maintained, thus building loyal customers, that will remainwith the brand, being satisfied of the way the case is handled.▪ Learning and improving everyday on any skills, both technical and soft-skills, by taking onlinecourses, pair training and one of the most important factors, hands-on experience, in order to tryand replicate a customer environment and fully understand the issue they face when they reachsupport and its urgency.▪ Writing and compiling knowledge base articles, in order to build a knowledge repository, that willassist both customers towards self-sufficiency, and other agents towards resolutionwhen encountering the same issue as described in the article.▪ Providing excellent customer support, by following specific quality guidelines, while resolving thetickets within the requested SLA, so that the quality bar of the ticket, both internal and external, iskept at a high level.

Grado En Ingeniería, Systems Engineering

Diplomatura, Computer Software Engineering