Jonas Lira Email & Phone Number

San Diego, California, United States

San Diego, California, United States

- Collaborated with cross-functional teams, including Client Success, Engineering, and Product development, to ensure client satisfaction and successful project delivery- Managed 7+ escalations weekly while prioritizing tasks to exceed SLA’s- Documented solutions, created processes, and authored technical overviews in the knowledge base to facilitate team learning, problem-solving, and efficiency enhancement- Wrote several SQL queries using SQL Server and Snowflake to extract data and aid the technical support team in efficient problem resolution- Conducted thorough fleet audits to identify large underlying issues, devising strategic plans to resolve, and restoring product functionality to de-escalate the customer- Facilitated seamless customer onboarding by configuring integrations and troubleshooting SOAP/REST API challenges

San Diego, California, United States

- Diagnosed hardware and firmware issues, including device installation, configuration, and connectivity problems involving ECM (OBDII/J1939) data, ADAS systems, and Lytx MVAI technology etc.- Utilized Postman and SQL Server to troubleshoot device and platform issues- Effectively managed 35-50 cases weekly and documented product defects and enhancement requests via Salesforce and Jira

- Offered in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to clients- Addressed customer product inquiries via Salesforce, telephone, Webex, and internet-based email sessions- Handled client integrations (Greenway, NG, Centricity, etc.) with Medfusion web services, ensuring seamless connectivity and data exchange between client systems and the Portal platform- Troubleshot technical product issues with Splunk, SQL Server, Test Server Environments, and various internal tools- Managed 40-60 cases at a given time while prioritizing according to case severity and client needs

Santa Cruz, Ca

- Responsible for answering 200+ calls daily in a professional, friendly manner while balancing other calls to solve customer issues- Offered customized services for callers that aligned with our clients’ unique requirements- Responsible for taking 150+ messages daily and delivering them to clients- Data entry to update account information while maintaining HIPAA protocol

Poway, California, United States

- Identified clients' needs and located products that met those requirements- Demonstrated superb organizational and time management skills by working 30+ orders simultaneously daily- Provided customer assistance in delivering merchandise and addressing customer's questions or concerns- Built customer relationships and loyalty through personal interaction and maintenance of a client file