Sebastian Fernandez Email & Phone Number

Argentina

Argentina

The Customer Success Technical Specialist is a key partner for customer support in the Customer Success department. He is comfortable coordinating with internal and external stakeholders to implement technical product features within the desired timeline. He also has a deep understanding of our product and the ability to systematically troubleshoot both known and unknown issues. To accomplish this, he has the ability to understand technical business requirements and execute an implementation… Show more The Customer Success Technical Specialist is a key partner for customer support in the Customer Success department. He is comfortable coordinating with internal and external stakeholders to implement technical product features within the desired timeline. He also has a deep understanding of our product and the ability to systematically troubleshoot both known and unknown issues. To accomplish this, he has the ability to understand technical business requirements and execute an implementation plan.Key responsibilities• Lead technical customer support with general knowledge of features including API configurations, SSO configuration setups/updates, IP Whitelisting and registering new domains inside an existing tenant• Comfortable interacting with customers both live and asynchronously, resolving queries related to technical product capabilities, what we currently support, how it can be used and future product capabilities• Deliver training to customer experience team members using different methodologies, to improve technical product knowledge• Contribute to a knowledge base to answer product & IT technical questions that can be used by the customer experience team• Maintain a feedback loop with the product team on customer feature/function requests• Develop and run reporting on technical support issues for leadership and provide recommendations on how to decrease ticket volume.• Work collaboratively with Product Management, Product Marketing, Design and Engineering during the development and launch of new features and products to ensure that appropriate support processes and resources are in place for launch Show less

United Kingdom

The Technical Support Engineer is responsible for the accurate and timely management of tickets escalated from Customer Service, providing technical support services across the company operation including investigation and resolution in coordination with Customer Services and Technical Support.Key responsibilities • Investigate and resolve tickets escalated to Technical Support quickly and accurately • Provide regular progress updates to internal and external customers… Show more The Technical Support Engineer is responsible for the accurate and timely management of tickets escalated from Customer Service, providing technical support services across the company operation including investigation and resolution in coordination with Customer Services and Technical Support.Key responsibilities • Investigate and resolve tickets escalated to Technical Support quickly and accurately • Provide regular progress updates to internal and external customers on active cases • Creation and maintenance of Level 1 triage guides • Provide technical consultancy and training to internal staff • Work with NPI manager and development to validate new ideas and productsOther responsibilities • Responsible for optimizing Level 1 diagnosis by providing training and auditing • Supporting the test and deployment of new products and firmware, as well as quality of service (QoS) initiatives such as customer audits and specific defect investigationsSkills • To have a broad knowledge of all Company’s current and legacy platforms used across Europe and a good understanding of the principles of telematics and automotive architectures used by Masternaut products • Excellent written and verbal communication skills to update internal and external customers on progress and resolutions • Experience working with clients and team members from multiple countries and across multiple time zonesTools: Salesforce, Google Sheets, SIMPro, Esendex, Zingtree, Jira, SQL and all the Company’s Platforms and Apps Show less

United Kingdom

Projects 2019-2020 • Remote weekend Commissioning Support for Field Engineers during NPI in Spain (own initiative Project) • Translation English to Spanish of all internal an external product, platforms and tools and guides for customers and Engineers Post-Sales Account Manager 2018-2019 • Account management for SMB in Spain • Customer onboarding and project management • Contract renewals and upsell in coordination with sales… Show more Projects 2019-2020 • Remote weekend Commissioning Support for Field Engineers during NPI in Spain (own initiative Project) • Translation English to Spanish of all internal an external product, platforms and tools and guides for customers and Engineers Post-Sales Account Manager 2018-2019 • Account management for SMB in Spain • Customer onboarding and project management • Contract renewals and upsell in coordination with sales department • Invoicing review assisting the finance department The Customer Service Specialist answers customer queries about products, guiding and training customers in using of platforms, as well as performing the first line of the Technical Support and escalation of issues to different departments.Key responsibilities • Responsible for dealing with inbound customer queries via phone and email according to the SLA required • Responsible for the L1 Technical Support of the Saas solution and the telematic devices • Responsible of talk the customer through their platform features • Responsable of register all taken steps and interactions in the company CRM • Research information utilizing the sources and guides provided in order to answer customer queriesSkills • Understand and follow the Help Desks day-to-day processes • Utilizing the Company’s CRM and internal tools, understanding and documenting customer queries accurately according to standard process • Achieving the requirement skills to comply with the role of L1 Technical • Working quick and efficiently keeping attention to details in a busy and fast paced environment • Working as part of a team with the common goal of ensuring the customers are sufficiently supported • Identifying and escalating situations that require urgent attentionExperience using: Salesforce, Fuze, Word, Google Sheets, Hangouts, Esendex Show less

United Kingdom

United Kingdom

Argentina

Key responsibilities • Budget management • Overseeing financial, legal and administrative requirements of the business • Recruitment, training and managing of employees • Managing pricing, stock and negotiate with providers to maximize the business revenues • Ensuring the compliance with the local health and safety legislation

United Kingdom

Spain

Health Insurance Advisor Key responsibilities • To authorise medical treatment for customers based on their policies coverage • To offer customers policy upgrades whilst answering their requests • Delivering bad news with compassion to customers in relation their excluded coverages • Achieving targets around speed of call resolution and sale's leads working in a pressing environment • Handling confidential Information in a secure and professional… Show more Health Insurance Advisor Key responsibilities • To authorise medical treatment for customers based on their policies coverage • To offer customers policy upgrades whilst answering their requests • Delivering bad news with compassion to customers in relation their excluded coverages • Achieving targets around speed of call resolution and sale's leads working in a pressing environment • Handling confidential Information in a secure and professional manner (GDPR)Road Assistance Service AgentKey responsibilities • Organising emergency assistance for customers during in their travel (rented car, cranes, ambulances, trains) • Garage services for vehicle's repairs, replacement vehicles, etc • Taking ownership of the incidents assistance from the beginning to the end or escalation of it. • Use of internal ticketing system to record every customer interaction Show less

Argentina

Argentina