Harley Hutton Email & Phone Number

Coquitlam, Bc, Ca

Coquitlam, Bc, Ca

Quebec, Canada

Under the Direction of the Client Services, provided technical and customer support for enterprise clients.• Provided advanced technical support to end-users and resolved complex hardware and software issues escalated from Tier 1 support team.• Collaborated with cross-functional teams, including developers, external vendors, to diagnose and resolve intricate technical issues and implement effective solutions.• Contributed to continuous improvement initiatives, suggesting process enhancements, and implementing automation tools to streamline support workflows and increase productivity.

Vancouver, British Columbia, Canada

Reported to Client Services Manager, provided Technical and Customer Support relating to Online Identity Verification via Zoom or Freshdesk ticket system.• Effectively navigated ticket support processes, troubleshooting and problem-solving client technical issues and reacting to customer concerns in a timely manner.• Created detailed incident reports to ensure proper documentation and provide appropriate resolution.• Facilitated new client implementations by establishing credentials and enabling appropriate system access. • Managed confidentiality and respected NDA restrictions when establishing accounts and ensuring requirements were met.

Richmond, Bc, Canada

Provided day-to-day support as well as assisted with client on-boarding implementations.• Managed and kept clients informed of progress during additional project implementations and follow-up communications meeting SLA targets.• Assisted in maintaining internal knowledgebase(s) to provide additional support and service solutions.• Developed enhanced communication and relationship skills while participating in early-stage interviews with Tech Support team applicants.

Solely managed Customer Support under the ‘Direct Canada’ retail division.• Handled all customer support tickets and phone calls, often exceeding 100 each per day.• Implementing new policies and procedures to constantly improve company standards and efficiencies.