Ionut Gabriel Nica Email & Phone Number

Bucharest, Romania

Bucharest, Romania

Main responsibilities:- Conducting expert troubleshooting and defining root causes (i.e., product design, code or specifications)- Liaising with Product Managers and attend Demos to stay informed on product updates/releases/changes- Tracking and assisting in prioritization of workflow bugs and enhancements, and communicate status updates to customers and internal stakeholders- Handling escalated critical technical issues (problem/issue triage, management, and escalation), ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved.- Participating in an on-call rotation to provide after-hours and/or weekend technical support escalation coverage.- Performing customer-facing & internal outage management and bug write-ups for the Development team- Assisting Product and Development teams in escalated 3rd party bugs- Collaborating with the Support Enablement and Product Content teams to contribute to Knowledge Base/FAQ and other customer-facing support resources to promote support scalability and improve self-service capabilities- Assisting with the enablement of the Escalation Specialist - Technical Support Team- Performing other related duties as assigned

Bucharest, Romania

Main responsibilities:- Performing complex troubleshooting in a multi-channel environment (calls, emails, chat) in order to solve escalated customer issues;- Investigating and differentiating between product and non-product issues in order to provide valid, accurate and complete information to our customers;- Maintaining and improving a strong collaboration with the Product team, by providing feedback and recommendations in order to improve the supportability of our products and the customer experience;- Constantly improving the troubleshooting capacity and knowledge base, enabling a greater percentage of the support issues to be resolved earlier in the funnel- Performing customer-facing outage management and initial bug write-up for the escalation teams.- Handling escalated service and account management issues (problem/issue triage, management, and escalation) with strong decision capabilities on recognizing the impact and when to escalate to the next level, ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved;- Partnering with Support Operational Readiness and User Education teams to capture and translate new product information into customer-facing and internal-facing support content, ensuring existing content is maintained and up-to-date in order to promote support scalability and improve self-service capabilities;- Critically examining team processes at regular intervals to identify opportunities for improvement and champion the implementation of solution.

Bucharest, Romania

Bucharest, Romania

Promoted to Enterprise at the end of the month.

Bucharest, Romania

- Handling customer requests and concerns via email and live chat interactions- Back office activities (account investigations, technical support, merchandise support etc.)- Handling escalated cases: Main Technical Specialist and Secondary Merchandise Specialist.- Troubleshooting Software, Hardware and Connection-related issues- Ongoing collaboration with warehouse regarding parcels, handling replacements and damaged/misrouted parcels- Helping colleagues in day to day tasks, including coaching and recommendations when requested.- Shadowing sessions with agents on specific areas of the product- Nesting & Shadowing sessions with new hired agents

Master'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General