Worked at a tech start up helping drivers and merchants with any technical issues or other issues using our platform on their computer or their mobile device via multiple programs, ZenDesk Chat being the primary method. I was also able to do some work with their ZenDesk to make it more efficient as well as manipulate their data to create documents in Google Sheets. Participated in helping create documents and add then to the knowledge base. Responsible for investigating and escalating issues that come in via phone, ticketing system, or chat. Sent out onboarding material and walked drivers through how to use it. Offered business improvements to their SOP.

I started as "Onboarding and Support" for the company, but quickly outgrew the role as it was clear my favourite part about this job was the technical aspects. I was given the opportunity to explore this and proposed a project in May which got the thumbs up and the company took off with it. I self-taught myself everything I needed to know and spent a lot of time developing skills, asking for help to develop skills, and overall show a general desire to learn and grow with the company. I was able to learn quite a bit about Google Cloud Logs, SQL, Ruby, JSON, and other programming languages which I now hope to bring forward with me to a new, more challenging job which will give me the support I need to help make their company the most efficient it can be.

Answer all incoming calls from tier one agents to help them with any questions they had about procedures or any other issues that have arisen while on a call to a customer.Take customer escalations from tier one agents for customers looking to speak to a supervisor and try to de-escalate as well as provide follow-ups to all issues that were escalated to me which required it.Sort through the case tickets that tier one agents submitted to either send them off to one of the specialty departments, fix it myself, or mark invalid.Handle calling customers back about any technical issues they had which a ticket was sent up for to see if it was resolved/get more information depending on what was needed.Provide floor support for tier one agents.Find trends, new errors, provide feedback on agents, provide feedback on procedures, and send out correspondence as necessary.

Responsible for managing and maintaining the kioskEnsure customers are looked after and questions are answeredClean the kiosk as well as open and close the kioskFollow operational guidelines to ensure all compliance standards are being met and complete all required trainingsProvide customers with superior knowledge of all the product lines and services availableEstablishing relationships with customers by helping them find the best products for their needs

Keyholder responsible for opening and closing the businessProvided exceptional customer service by assisting customers and finding best practice solutions through superior product knowledge & available servicesGeneral duties as needed (organization, filing, invoicing, finances, etc.)

Handle cash and debit/credit transactionsGive advice and help regarding various technology such as cellphones, tablets, laptops, video games and televisionsAssist e-comms and inventory teams team in-store & out of store inventory levels, replenishment and fulfillmentAuthorized service agent for Bell Canada responsible for providing new activations and upgradesProvide sufficient in-store technical support such as setting up computers, tablets, phones and troubleshooting any issues that customers may have with their electronic devices