Rowell P. Email & Phone Number

Unit 03, 4Th Floor, Jy Square Mall, Salinas Drive, Lahug, Cebu City, Philippines.

I started in the company as a Chat Support Associate handling a U.S-based software company named Mavenlink. It is a project or resource management system that facilitates clients with their day-to-day business activities and organizing their resources, skills, budget, schedule, tasks, and time management. Our main task is to respond to existing clients' technical queries through chat and email in a timely manner (30 seconds at most via chat or reply to the email within an hour). We log our cases in Salesforce where we have to keep the clients up-to-date on any significant updates until it is resolved. If we receive tickets asking for a solution to integration issues like Netsuite, Jira, Slack, Salesforce or etc, we need to escalate them to the Solutions team. Eventually, after 8 months I got promoted to a higher position as a Solution Support Associate. This time, I have to answer integration issues by asking the right questions, walking them through the process supported by our knowledge base, giving solutions concisely, providing screenshots or step-by-step instructions, escalating to a higher level of technical support, Client Success Management (CSM) engagement, and going the extra mile if needed by doing Zoom meetings. In regard to the integration, we focus more on the design document agreed with the client by ensuring that it has the proper mappings, admin login credentials, and utilizing all available resources. We always have a team huddle or meeting via Zoom with our colleagues from an onshore team twice a week. The idea is to discuss the challenging cases that we have handled, sharing best practices and brainstorming about the possible ways that would provide effective and efficient solutions. Thus, it would make our clients satisfied with our service and prefer to stay with the company.