Vanity Faye Email & Phone Number

• Assists frontline agents with complex technical issue handling.
• Writes and publishes articles and guides within knowledge management system to ensure quality support.
• Gathers technical data for incidents, compiles reports for product support managers, and helps open and track Jira tickets.
• Digs deep into files and analytics to uncover the core problem and provide custom tailored troubleshooting steps for each individual case.

Austin, Texas Metropolitan Area

• Modified technical explanations based on each user’s skill level.
• Escalated and pursued ongoing critical issues, working interdepartmentally to achieve a resolution for customers.
• Reviewed long chain contacts to improve agent workflows and provide insight and respectful coaching to other agents.
• Worked closely with management to build working relationships and trust with peers and other departments.

• Provided customer and technical support with high CSAT and FCR
• Handled contacts with confidence, efficiency, empathy, and with correct expectation management.
• Ensured that customers had resources available during the troubleshooting process and in case of future issues.
• Familiarized self with products to better understand them and quickly reproduce customer-facing problems and pitfalls.