Jason P. Email & Phone Number

Roanoke, Va, Us

Respond to client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line.Work directly with clients, as well as Development and Quality Assurance teams to identify, triage, and resolve system issues.Perform production support hand-off presentations, support tool training, and other ad hoc training as needed, using Zoom Meeting or other web-hosted service.Document frequently asked questions and prepare knowledge-based content.Document requirements and user stories for production issues and feature requests.Coordinate with various teams to prioritize tickets, analyze root cause, and assist in efficient resolution of all production processes.

Engage with customers and utilize troubleshooting skills to resolve client issues usingwritten correspondence while utilizing customer service software ticketing and live chat feature.Regular communication with teammates and other business units in order to resolve clientneeds.Review cryptocurrency transactions in order to preserve security and client assets. Monitor and engage the cryptocurrency space in order to maintain satisfactoryknowledge of the topic and be aware of cutting-edge technologies. Maintain positive communication and utilize active listening while sharing difficultresults to clients.

Engage with customers via phone, portal, email and chat to respond to requests and resolve issues and questionsBuild and manage strong customer relationships through customer interactionsResolve issues by utilizing appropriate resources and effectively communicating issue resolutionTroubleshoot basic to moderate technical issues.Document and track case histories, issues and actionable steps takenAssist in ownership of the content of knowledge base articles to ensure up-to-date product information is available both internally and to customers via the customer portalGain in-depth knowledge of system capabilities and industry best practices along with creative problem-solving skills to resolve complex technical and functional problemsDetermine the right course of action or escalation path for customer requests/issuesMeet and exceed customer service KPIs including CSAT, SLA, and Productivity metricsPrioritize concurrent customer projects and manage to timely completionWork effectively in a team-based environment

Roanoke, Va

• Manage multiple implementation projects and ensure that client expectations are met.• Provide single contact support to multiple clients in an array of areas including quality assurance, technical support, product upgrades, and data delivery.• Use best practices, proprietary tools and software, and relationship building to ensure that all clients are properly configured in order to ensure project success

Roanoke, Virginia Area

• Providing sales support and marketing support to clients located in the American Mid-West and all international customers.• Development of numerous digital marketing campaigns utilizing Google AdWords, Facebook Ads, and direct digital solicitation to meet customer interaction metrics, web traffic metrics, and digital marketing conversion.• Market research and analysis of competing ventures.