• Provided technical support for software problems successfully by recreated the reported issue, applied diagnostic techniques to identify problem, investigated causes and recommended the solutions• Provided level 1 and 2 software support to TrackTik software products ( SaaS )• Participated in special projects as required while training business and non-business users on how to use the software• Provided business clients with efficient support, responded to phone calls, emails requests• Stayed abreast of all new software features and changes, other software releases which would directly affect TrackTik performance • Documented all transactions and support interaction in the system for future reference and addition for the knowledge base• Performed SQL queries to extract special reports requested by the client• Maintained positive client relationship even in severe and pressurized situations• Performed software problem determination, problem source identification, and develop action plans to resolve software problems utilizing a range of tools, techniques, and knowledge base

• Performed SQL queries to extract data requested by customers • Helped and demonstrated customer on how to utilize specific features • Managed open ticket work load by monitoring open ticket queue and addressing tickets in order they are received • Offered work around solutions when the product doesn’t not exactly meet the customer’s requirements• Documented product requests, feedback and highlighted them to product team • Accepted full ownerships and accountability for the resolution of customer needs from start to finish• Created self-service knowledge-based articles• Followed up with old customer support tickets when new features and product releases

• Communicated with clients over the phone, chat and emails to diagnose technical issues• Answered inquires by effectively researching, locating and relaying information to customers• Provided step by steps instructions to fix the technical issues• Keep detailed logs of client’s problems, solution and customer satisfaction • Attended educational seminars to improve knowledge and skills• Worked well with upper management to ensure ultimate customer satisfaction• Identified, analyzed and resolved hardware, software or application issues• Researched, analyzed market data changes and recommended specific solutions to resolve client needs and issues• Provided software and hardware support on MacOS, IOS to apple clients • Performed troubleshooting techniques over the phone, chat to identify and resolve issue• Established patterns to reoccurring issues and provided input to development teams