Process Associate - Account Management (Tech) - Netflix• Establish and continually improve customer satisfaction and loyalty with theoperations, products, services by understanding customer expectations and needs andaddressing them responsibly and effectively.• Work effectively with others in a team-based environment to accomplish companygoals and to identify and resolve problems.• Maintained knowledge of current promotions, policies regarding payment andexchange and security patches.• Check to ensure that appropriate changes were made to resolve customer’s problems.• Empathize with the customer as to gain insight to the circumstances they wereexperiencing.• Help assess current processes and develop updated processes within my team toimprove efficiency • and accuracy

• Broke down and evaluated user problems using test scripts, personal expertise andprobing questions.• Patched software and installed new versions to eliminate security problems and protectdata.• Removed malware, ransomware and other threats from systems (Windows, MacOS,Android and iOS devices).• Analyzed customer's need and issues to identify troubleshooting methods needed forquick remediation.• Executed various techniques including Network troubleshooting, Application updatesand applying patches to devices.• Responded to support requests from end users and patiently walked individualsthrough basic • troubleshooting tasks.• Described solutions to customers to assist in problem resolution.• Provided solutions to operations issues for users of "NortonLifeLock" working closelyvia live chat and remote connection with end users.• Led support team as level-one support engineer providing assistance to users globallyin 24/7 support environment.• Followed up with clients to ensure optimal customer satisfaction following supportengagement and problem resolution.• Demonstrated professionalism and courtesy with customers while working to resolvecomplaints, problems or respond to questions.