Fue Yang Email & Phone Number

Minnesota, United States

Bloomington, Mn

·Resolve all escalations from tier1 agents, internal employees, managers and customer.·Works with sales and customers on presale call, providing recommendations to ensure Edmentum products work in their environment.·Review application functionality and content bugs reported by customers. ·Document product technical / content issues in defect tracking database (TFS), while ensuring that appropriate customer impact and severity level on defects are set.·Works with Development, DCO, and QA team to resolved issues.·Attend daily product continuation team meeting and escalate issues that need immediate resolution.·Works with Curriculum team and verified content bugs.·Work with Product Management team to ensure that customer’s feedback are heard.·Provide clear and concise reports regarding weekly cases to key stakeholders.·Provide teach back to tier1 agents about new product functionality, potential issues and frequently reported issue. ·Serve as subject matter expert on company products..Consult customer on integration.Perform integration with 3rd party vendor.Troubleshoot post integration issues.

Eagan, Mn

Bloomington, Mn

•Provide technical assistance to all external and internal customers via phone, email, and chat.•Provide exceptional customer services to clients daily. Diagnoses issue by asking probing questions while using various desktop tools to test and evaluate customer's service issues to determine root cause of problem.•Develop and maintain in-depth knowledge regarding the capabilities of company products and services•Document all incoming calls using Sales Force.com. Document complete, accurate, detail information into Salesforce.com for all cases worked on.•Document product technical issues in defect tracking database, set appropriate customer impact and severity level on defects.•As part of Knowledgebase management process, identified when revisions to Knowledge solutions are required.•Utilize remote secure access technology such as Webex, Screen Connect, and GoToAssist to diagnose and resolve customer issues.•Collaborate with peers and supervisor to resolve more complex and critical issues. Escalate issues as required.

Eden Prairie, Mn

Computer Network

Business Computer Information