Customer Support for a Help Desk Platform (SaaS) 🌐

Monic M⋆

Content Writer

Customer Support Representative

Technical Support Specialist

HTML5

Reamaze

Shopify

Computer Software

Re:amaze (a GoDaddy company) is a help desk and customer communications platform. They help eCommerce businesses provide better support experiences for their customers with tools designed to also increase sales and engagement every step of the way.

I worked at Re:amaze as a Tier 2 Customer Support Specialist from March 2020 - October 2022. Re:amaze was acquired by GoDaddy in April 2021.

Responsibilities:

Managing Escalated Issues: Handled complex customer inquiries escalated from Tier 1 support, ensuring timely and effective resolution.

Creating Scalable Support Resources: Written a library of over 200 response templates for customer support agents, improving efficiency and ensuring clear, consistent communication across all interactions.

Ensuring Accurate and Reliable Help Resources: Maintained and enhanced the knowledge base by updating articles on platform features, functionalities, troubleshooting guides, best practices, and frequently asked questions (FAQs) to ensure accuracy and relevance.

Collaborating with Engineering on Bug Resolution: Worked closely with the Engineering team to identify, report, and troubleshoot bugs, ensuring that critical issues were addressed and resolved effectively.

Testing API Issues & Troubleshooting Integrations: Investigated and tested API-related issues, providing detailed reports and solutions to assist users with integrations and technical challenges.

Learning for Better User Support: Developed a working knowledge of Shopify Liquid, JavaScript, HTML, CSS, and regex to assist users more effectively, troubleshooting issues and guiding them through automating workflows.

Training New Agents: Participated in training new customer support agents, sharing best practices, troubleshooting strategies, and platform expertise to help them integrate smoothly into the team.