Jose Cubero Email & Phone Number

Costa Rica

San Jose, Costa Rica

Responsible for providing comprehensive support for a SaaS platform with extensive integrations. Initially managed support tickets and later promoted to the Escalations team, handling complex issues through direct customer interactions. Focused on troubleshooting, automation processes, and cross-departmental coordination to ensure high customer satisfaction.• Supported a SaaS platform with integrations including Salesforce, Microsoft Dynamics, Hubspot, and Twilio via a ticketing system.• Promoted to the Escalations team after demonstrating product expertise and value, handling live customer support through Zoom meetings.• Analyzed IT logs using Datadog to identify issues and recommend fixes, improving issue resolution time by 90%.• Utilized MXTools to troubleshoot and resolve HTML and email-related issues.• Expertly navigated connectivity tools such as Teams, Zoom, and Google Meet.• Managed ITSM tools including Zendesk and Slack for streamlined support processes.• Provided comprehensive support to CRM admins, specializing in Salesforce.• Developed automation processes, including triggers, to enhance platform efficiency.• Reported major platform issues to the Engineering team, facilitating timely resolutions.• Managed escalated issues, achieving a 95% satisfaction rate from previously unhappy customers.• Conducted tests for customer-reported bugs and submitted detailed bug reports.• Coordinated with engineering to address and resolve customer problems.• Validated customer-facing documentation for accuracy and clarity.• Trained new team members, balancing onboarding responsibilities with regular support duties.

Costa Rica

I assist customers with issues they experience with the Outreach platform, unintended behaviors of the platform process, or bugs.