Software Support Specialist
o Provided comprehensive support to partners by troubleshooting and resolving complex software issues through remote sessions, emails, and calls, ensuring timely resolutions while documenting solutions and partner interactions.o Acted as an escalation point for complex cases, coordinating with development teams to efficiently resolve software defects and critical incidents, minimizing business disruption.o Reduced average case resolution time by 20% by optimizing troubleshooting processes, implementing new protocols, and improving overall workflow efficiency.o Led initiatives to decrease recurring partner issues, resulting in a 25% reduction in repeat cases by introducing enhanced troubleshooting guidelines.o Developed and delivered training sessions for junior team members, boosting team efficiency by 15% and guiding them in managing support cases with greater effectiveness.o Created and maintained knowledge base articles, enhancing team knowledge sharing and enabling partners to resolve issues independently, which helped reduce ticket volumes.o Participated in cross-departmental collaboration to improve product quality and report systemic issues, directly escalating 10+ major defects to the development team for resolution.o Communicated product updates and new features to partners, helping them optimize business operations and leverage the full potential of the software
