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.
• 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.
• 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.
• 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.
• 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.

Grado En Ingeniería, Systems Engineering

Diplomatura, Computer Software Engineering