Michael Getu Email & Phone Number

Addis Ababa, Ethiopia

Holding high levels of professionalism and Deel products knowledge.• Using a consultative and empathetic approach in delivering customer support resulting in a great and positive customer experience.• Efficiently working through incoming messages and tickets via chat, email, and writing feedback for internal help center articles and providing user feedback on improvement areas.• As a CSS, demonstrate strong ownership in problem resolution for both product and technical issues and questions by making the best efforts to investigate, troubleshoot, share knowledge, and proactively communicating with all customers.• Consistently learn the Deel platform, keeping up to date with product features and changes.• Establish open communication with internal team members and business operations to identify risks or opportunities, and help optimize and improve support workflows.• As an L1 Support agent, ensure customer satisfaction and enhanced service quality by meeting objectives and SLAs that are in line with the larger corporate mission, by attaining and maintaining the target metrics score of minimum average 94% on Quality assurance, first response time < 1 minute, average handling time <15 min, daily productivity >25 tickets, average chat and email closing time <10 min, and 93% on customer satisfaction, and 10%-15% escalation rate on weekly regulatory evaluations.• Specialize in Deel product and billing topics and become a subject matter expert to give the best customer support.• Ability to work across multiple platforms, providing answers and finding resolutions to customers in chat and email.• Having an “Outcome-oriented mindset” with the quick ability to research and investigate, having the ability to collect data and important facts and define problems, and make escalations to sales, marketing and development teams when necessary.

Addis Ababa, Ethiopia

•Provide quality and efficient technical support to external and Internal customers on different Core systems products by troubleshooting and resolving support inquiries reported by Customers through support tickets and other channels. •As a subject matter expert, I develop training materials, facilitate and conduct training on various products to Customers and new hires and maintain Knowledge base materials on our internal KB to empower CS agents and enable them to resolve issues on their own and reduce escalations to be raised, and also handle team scheduling every month.•Analyze and help shape existing processes that directly impact customer support experience by contributing ideas, suggesting creative ways of enhancing functionality, optimizing support workflows, help in building the support, QA and KB team.• Properly maintaining records of customers' issues and their resolution process, and reporting on emerging trends, customer feedback, and feature request and team performance then communicate clearly to management and relevant team.•Manage and resolve complex user issues and large number of incoming support requests effectively and efficiently across multiple support channels.•Act as liaison between the customer and other departments and participate in cross-functional collaboration with other departments such as software development, project and products team, and work closely with the team to enhance service, customer satisfaction, retention, and team performance.• When necessary, escalate complex technical tickets to L2 and global teams then collaborate and follow up with the team, and take ownership until issue resolution.• Analyze performance data of CS team members and provide constructive feedback, mentoring and coaching to under-performers, and motivate CS team members to improve performance and attain KPI targets like response time, resolution time, CSAT with a focus on customer satisfaction and enhanced team collaboration and performance.

•Gain a thorough understanding of our products, stay current on them, and extend daily support on our Core banking system, Oracle Flexcube 12.2, related to issues on different modules like Loan (Retail Lending), current and saving accounts, corporate deposit, standing instructions, overdraft facilities, and others.• Troubleshoot and debug system issues on Windows and macOS Environments.• Recording Bugs on systems, logging Feature requests, and effectively communicating the same to the development and design team.• Manage a large number of incoming support requests effectively and efficiently on a daily basis.• Recommend solutions and guide users through new and existing features and functionalities.

Addis Ababa, Ethiopia

Addis Ababa, Ethiopia

Addis Ababa

Answer general questions related to the use of Sketch (SaaS product) in a professional environment: Library management, assets creation, Symbols maintenance, and other tasks derived from UI/UX design and how they’re handled with Sketch. Efficiently manage a high volume of inbound communications with a focus on quality, playing a major role in contributing to maintaining “inbox zero” every day, consistently through the year, and assuming the increased traffic during certain busy times. Provide support and timely resolution on issues like custom configurations, application and database performance monitoring, system crashes, data uploading and recovering, network connectivity, user access management , SSO access ( IDP, SP and SAML ) on IDPs like Google, Azure and Okta and handle other customer inquiries. Follow established shifts and organization, manage simultaneous tickets coming from different support channels (email, live chat, Social Media, and internal inquiries over Slack) effectively. Actively contribute to making Sketch better by filing bugs and gathering customers’ feedback. Then communicate this information internally, interacting with the developers and designers in the Technology and Product teams. Follow Sketch's internal procedures and keep an accurate record of my interactions with customers in the CRM system.

Addis Ababa, Ethiopia