Helissa Boeing Email & Phone Number

• Respond promptly and accurately to customer inquiries regarding Atlassian products, utilizing customer service portals and video calls to ensure timely resolution.• Identify and address customer needs, guiding end-users in the proper utilization of the product to enhance their experience.• Create comprehensive support case articles to facilitate knowledge sharing among team members, customers, and end-users, promoting efficiency and proficiency.• Collaborate with team members to… Show more • Respond promptly and accurately to customer inquiries regarding Atlassian products, utilizing customer service portals and video calls to ensure timely resolution.• Identify and address customer needs, guiding end-users in the proper utilization of the product to enhance their experience.• Create comprehensive support case articles to facilitate knowledge sharing among team members, customers, and end-users, promoting efficiency and proficiency.• Collaborate with team members to share valuable insights such as feature requests and effective workarounds, contributing to a cohesive and solution-oriented work environment.• Proactively inform customers about new features and functionalities, ensuring they remain informed and empowered to maximize product utilization.• Conduct thorough follow-up with customers to confirm the resolution of their technical issues and maintain customer satisfaction.• Gather and analyze customer feedback, providing valuable insights to Product Owners and Technical teams for continuous product improvement and enhancement initiatives. Show less

• Provided exceptional customer service for VMpay, an electronic payment and telemetry system for vending machines, ensuring prompt and effective resolution of inquiries and issues.• Offered technical support throughout the installation, configuration, and maintenance of equipment, assisting customers in optimizing system performance and functionality.• Conducted comprehensive training sessions for new customers, both remotely and on-site, to facilitate seamless integration and usage of… Show more • Provided exceptional customer service for VMpay, an electronic payment and telemetry system for vending machines, ensuring prompt and effective resolution of inquiries and issues.• Offered technical support throughout the installation, configuration, and maintenance of equipment, assisting customers in optimizing system performance and functionality.• Conducted comprehensive training sessions for new customers, both remotely and on-site, to facilitate seamless integration and usage of VMpay systems.• Developed and updated procedures for manuals and knowledge bases, ensuring accuracy and accessibility of critical information for customers and internal teams.• Collaborated closely with development and engineering teams to homologate new machines, ensuring compatibility and compliance with VMpay systems.• Investigated problems and incidents involving card acquirers and TEF (Transferência Eletrônica de Fundos) systems, liaising with relevant stakeholders and escalating issues to the development team for resolution.• Managed tickets and monitored helpdesk activities using dedicated tools, ensuring timely response and resolution of customer inquiries within established SLAs. Show less

• Engaged in direct communication with clients, providing solutions and addressing inquiries related to satisfaction research totems, including installation and configuration processes.• Monitored offline totems and effectively managed tickets to facilitate the repair of defective units, ensuring minimal downtime and maximum client satisfaction.• Regularly updated the knowledge database with new troubleshooting steps and best practices, enhancing the efficiency and effectiveness of… Show more • Engaged in direct communication with clients, providing solutions and addressing inquiries related to satisfaction research totems, including installation and configuration processes.• Monitored offline totems and effectively managed tickets to facilitate the repair of defective units, ensuring minimal downtime and maximum client satisfaction.• Regularly updated the knowledge database with new troubleshooting steps and best practices, enhancing the efficiency and effectiveness of support services.• Handled logistics and invoicing processes related to technical repair services, ensuring seamless coordination and timely resolution of client issues. Show less

Curitiba E Região, Brasil

• Provided technical coaching and mentoring to frontline L1 agents, enhancing their troubleshooting skills and reducing potential returns or partial credit costs.• Assumed ownership of technical resolutions escalated from L1 agents, effectively monitoring and tracking issues to ensure accurate and timely resolution.• Managed tickets and ensured all cases were closed within Service Level Agreements, maintaining high standards of service delivery and customer satisfaction.• Identified… Show more • Provided technical coaching and mentoring to frontline L1 agents, enhancing their troubleshooting skills and reducing potential returns or partial credit costs.• Assumed ownership of technical resolutions escalated from L1 agents, effectively monitoring and tracking issues to ensure accurate and timely resolution.• Managed tickets and ensured all cases were closed within Service Level Agreements, maintaining high standards of service delivery and customer satisfaction.• Identified areas for improvement and implemented initiatives to enhance team performance, while maintaining quality metrics at the required level.• Served as a primary point of contact for both technical and non-technical customer escalations, resolving issues promptly and effectively to ensure customer satisfaction.• Assisted Service Desk Manager and Team Leaders with Problem Management, utilizing analytical skills to monitor trends and report on team quality metrics, contributing to continuous improvement initiatives. Show less

Curitiba E Região, Brasil

• Provided comprehensive technical support to end customers, receiving and diagnosing technical issues related to Dell's products via phone and email channels.• Demonstrated proficiency in resolving technical issues promptly and effectively, ensuring an exceptional customer experience and satisfaction.• Managed and maintained complete support histories for customer hardware, utilizing Dell's fault management tools and business applications to track and document service… Show more • Provided comprehensive technical support to end customers, receiving and diagnosing technical issues related to Dell's products via phone and email channels.• Demonstrated proficiency in resolving technical issues promptly and effectively, ensuring an exceptional customer experience and satisfaction.• Managed and maintained complete support histories for customer hardware, utilizing Dell's fault management tools and business applications to track and document service interactions.• Kept abreast of Dell's product range and services, continually updating and expanding technical skill sets to provide informed and efficient support to customers. Show less