A highly experienced Support Specialist with over 5 years of expertise in customer service and technical support within SaaS B2B and B2C environments. Proficient in troubleshooting across multiple channels, including calls, chats, emails, tickets, and virtual meetings. Possess extensive knowledge of product features and integrations with Microsoft Office, Google Workspace, andserver-side systems, with a focus on enhancing user experience.Recognized for exceptional communication skills and a track record of excellence, including achieving Top 6 in Quality Assurance company-wide in 2020 across Canada and the Philippines, and maintaining top-rated freelancer status on Upwork (2021-2022).Specialized in troubleshooting SaaS applications for seamless company-wide email management, multi-tiered administration, add-in installations, and integration with company directories across iOS, Android, Mac, and Windows platforms.Contributes to internal growth by creating Knowledge Base articles and training for the Support Team, enhancing knowledge of the product and improving the overall client experience. Committed to delivering exceptional customer service, with a strong aptitude for problem-solving to resolve issues promptly and effectively.SKILLSCustomer Satisfaction ExpertiseSelf-Directed PerformerTechnical TroubleshootingKnowledgeable in HTML ProgrammingTOOLSCustomer Relationship Management (CRM) Tools:Custify, Genesys, Jira, Ring Central, Salesforce, ServiceNow, Vitally, Zendesk, and ZohoKnowledge and Learning Management:Confluence, Notion, Procedure Flow, and Talent LMSWorkflow & Collaboration Tools:BambooHR, Calendly, Chime, HiBob, Homebase, MatterMost, Playvox, Slack, Teams, Team Gantt, ZoomProductivity Software:Google Workspace, Microsoft Office 365, SendGridPayment Processing:BlueSnap, PayPal, Recurly, and Stripe
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Support SpecialistWisestamp Sep 2023 - PresentTel Aviv District, Israel• Assist clients with UX in SaaS through tickets, live chats in Zendesk, and booked meetings in Calendly via Zoom• Handle inquiries, manage and cancel plans and seats for the SaaS subscription• Guide clients through account integration with Google Workspace and Microsoft 365• Import employees within the client's domain and deploy signatures in various email programs• Install Outlook Add-ins or Server-Side Integration to support the client's email platform and devices such as iOS, Android, Windows, and Mac• Set up SPF Records for Server-Side Integration and review SPF checkers to prevent issues• Assist in editing signature templates with various designs and built-in app features, including HTML, add Campaign and Analytics, and manage groups for convenient updates• Create articles in the Knowledge Base for training purposes• Report bugs, feature requests, and custom templates from clients through Jira
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Training ControllerVosker Dec 2022 - Nov 2023Quebec, Canada• Prepare for the pre-onboarding such as creating their accounts and accesses and developing reports and assessments post-onboarding of the newly hired agents, privilege queue, and Level 2 agents• Creates courses to develop their skills through TalentLMS and monitor their progress• Construct articles in Confluence as a guide and to contribute to the company’s Knowledge Base• Build a roadmap that the trainers will follow as a guide for their daily agenda through Microsoft Excel• Design control points to monitor the agents’ and trainers' performance, attendance, and behavior.• Be in control of the trainers and communicate with their coordinators from the partnered Business Process Outsourcing Companies• Manage workloads and schedules through Teamgantt• Evaluate the quality of interactions of agents to ensure the proper guidelines are exhibited through the service provided to the clients• Validate other colleagues' LMS courses to ensure that it passes the guidelines and quality we have set• Organize training for new processes and new products for the agents in various departments -
TrainerVosker Jul 2022 - Dec 2022Quebec, Canada•Conduct training sessions for new hire and experienced to learn about the products, enhance their Soft Skills, and improve their performance•Acts as the Lead Mentor to support the new agents and collect data on agents’ improvement and mentors’ performance.•Provide an everyday report to the Skills and Developmental Team about the Cohort’s progress, retention, risks and blockers
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Workshop HostVosker Jun 2022 - Jul 2022•Delivers workshops for trainees to ensure their knowledge and understanding of the lessons in terms of Soft Skills and Technical Skills via Microsoft Teams
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Technical Support SpecialistVosker Oct 2020 - Jul 2022•Provides exceptional customer service and technical support via phone, chat, and email using Salesforce, RingCentral, and Genesys.•Troubleshoot trail cameras, assist in plans, membership, rebates, and upsell products using ProcedureFlow and Mantis Bug Tracker
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Customer Service AssociateAmazon Feb 2020 - Oct 2020National Capital Region, Philippines•Addresses orders, shipment and delivery service, customer abusive protection, and account change issues.•Assists customers through phone, chat, and email support -
Claims AnalystMedilink Network, Inc. May 2019 - Feb 2020Ncr - National Capital Region, Philippines•Oversees claims and reimbursements of hospital bills covered for the patient and prepares daily, weekly, and monthly reports using Microsoft Excel•Uses Microsoft Outlook to relay the concern and settlement of claims•Creates tickets of claims using ServiceNow -
Account AssociateVxi Global Solutions, Llc Jan 2019 - May 2019•Handles accounts, billing inquiries, and sales regarding plans and subscriptions of phone and cable service•Provides customer service and technical support through phone and email
Micah Joy B. Education Details
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Pharmacy -
Full Stack Web Development
Frequently Asked Questions about Micah Joy B.
What company does Micah Joy B. work for?
Micah Joy B. works for Wisestamp
What is Micah Joy B.'s role at the current company?
Micah Joy B.'s current role is Support Specialist.
What schools did Micah Joy B. attend?
Micah Joy B. attended Centro Escolar University, Zuitt - Coding Bootcamp.
Who are Micah Joy B.'s colleagues?
Micah Joy B.'s colleagues are Selena Lim, Dvir Gilboa, Ivan Dichupa, John Wilxander Peralta, Rafael Jr Asnan, Yuval Mishor, Liran Ben-Yosef.
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