Customer Support Specialist At Community Phone

• Effectively resolved 200+ weekly customer-related ticket issues via calls, chat, and email, achieving a 4.8/5 satisfaction rating, surpassing the company average by 40%

• Conducted and created interactive video articles and Zoom video calls with users and team members to showcase new features, troubleshoot complex issues, and ensure comprehensive support.

• Collaborated with support team to identify recurring patterns and user requests, fostering brainstorming sessions to enhance the overall user experience

• Displayed a proactive approach to issue resolution, consistently investigating and sharing knowledge, and maintaining clear and effective communication with clients.

• Resolved client queries on payment, billing, and EOR issues, triage, diagnosing, troubleshooting, and reproducing technical issues

• Efficiently navigated various customer service platforms, including Zendesk, Jira, Intercom, Slack, and Hubspot, ensuring accurate and timely support.

•Delivered 24/7 support across different time zones, emphasizing flexibility, adaptability, and dedication to ensuring exceptional customer satisfaction.

• Skillfully managed 100+ customer portfolios, establishing strong relationships and consistently exceeding expectations.