Raul Escobar Email and Phone Number

Troubleshot problems resolving a range of customer issues from device to service concerns. Assisted peers with coaching, training and development. Partnered with Developers, Customer Success and Managers to address escalated customer concerns.Assisted with legal requests for documentation related to criminal subpoena submissions.Reviewed Reveal platforms to analyze and troubleshoot issues of reporting and GPS tracking of customer units to ensure routing, tracking and driver ID statuses are correct.Partnered with Customer Success, Developers and Managers to address escalated customer concerns.Ensured equipment ordering had been processed correctly to align the customer's account with the correct equipment and subscriptions needed.Identified gaps with case work that is still within a follow up status to determine what steps are needed to move the case forward toward resolution, providing feedback and coaching to representatives during the process.Performed autonomously to address escalated concerns related to legal requests.Facilitated conference calls with customer success and support teams to address escalated customer concerns, balancing the customer's needs with the business to resolve issues with service and billing.

- Troubleshoot driver's Reveal ELD Logbook applications. ensure the applications version are up to date, and assist with uninstalling and installing the applications for optimal function. - Answer incoming calls from customers, drivers and technicians with issues with their GPS tracking units, Electronic Logging Devices (ELD) and their Reveal website. - Answer emails from customers and drivers with issues with their GPS tracking units, Electronic Logging Devices (ELD) and their Reveal website. - Produce work orders and service orders for the appropriate equipment/GPS tracking units and peripherals such as driver id, logbook, and Garmins when needed. - Schedule third party vendors technical assistance with telematics hardware installations when needed. - Validate and update GPS tracking units with appropriate peripherals. - Ensure hardware and firmware configurations are up-to-date when needed. - Troubleshoot driver's ELD Hours of Service (HOS) to ensure they are within Federal regulations. - Produce new cases and follow up on existing cases. - Work closely with Customer Success to address customers support - Relieve customers frustrations caused bugs in our product, lack of resolution by first level support, or misunderstanding of our processes.

Responsible for handing incoming escalation calls. Ensuring to own the customer experience from beginning to end. Handle promotional escalation; add missing promotions. Negotiate with demanding customer and provide solutions that benefit both the business and the customer. Provide Tier 1 troubleshooting of hardware and software issues and proactively detect issues by asking discovery questions. Partner with any other departments to make sure customers issue is resolved and make sure we set the right expectations to avoid future issues. Respond promptly when assisting internal employees through chat, help them with positioning statements, help them negotiate with customers and approve credits.

Handle in-bound & outbound billing, disconnect requests, troubleshooting, and other issues. -Provide quality service in accordance to our Deliver the Promise initiative. -Proficient use of tools, such as ACSS Web, InfoManager, MyInfo, and other resources. -Support other channels such as Retail, Telesales and Financial services with customer issues, i.e. disconnecting a line or making account changes to assist when a customer situation evolves.