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.