Enhancing Customer Success through Detailed Reporting by Paul Anthony REnhancing Customer Success through Detailed Reporting by Paul Anthony R

Enhancing Customer Success through Detailed Reporting

Paul Anthony R

Technical Support Specialist

Customer Success Manager

Customer Support Representative

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Posted Nov 19, 2024

Experienced Customer and Technical Support Specialist skilled in troubleshooting, CRM management, knowledge base creation, and team coaching.

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Enhancing Customer Success through Detailed Reporting

Paul Anthony R

Technical Support Specialist

Customer Success Manager

Customer Support Representative

Project Description

As a seasoned Customer and Technical Support Specialist, I bring over a decade of experience in delivering exceptional service and resolving complex technical issues across various industries, including SaaS, telecommunications, and health care.

Key Deliverables

Customer Support Excellence: Proficient in handling email, and live chat support, resolving issues efficiently while maintaining high customer satisfaction scores.

Technical Troubleshooting: Expertise in diagnosing and solving software, hardware, and network issues, including OS installations, DNS configurations, and SaaS integrations.

Knowledge Base Development: Created detailed internal and external documentation to streamline troubleshooting and improve user experience.

CRM Management: Skilled in using Salesforce, Zendesk, and Atlassian tools to track tickets, generate reports, and enhance customer workflows.

Data Reporting: Generated actionable insights by analyzing data from CRM platforms and payment tools like Stripe.

Notable Achievements

Successfully supported concurrent live chats while maintaining high response quality.

Led and coached teams of 15–30 agents, creating tailored action plans to improve performance.

Streamlined processes for new lines of business, improving operational efficiency.

Consistently resolved technical escalations, ensuring timely resolutions for critical customer issues.

Skills & Tools

CRM: Salesforce, Zendesk, Slack

Technical Support: Remote desktop tools (TeamViewer, AnyDesk), DNS and domain configuration

Documentation: Atlassian Confluence, Microsoft Excel pivot tables

Communication: Fluent in English, skilled in managing escalations

Work Preference

Remote, chat, email and non-voice customer or technical-focused roles that leverage technical expertise to enhance user satisfaction and drive business results.

Like this project

Posted Nov 19, 2024

Experienced Customer and Technical Support Specialist skilled in troubleshooting, CRM management, knowledge base creation, and team coaching.

Likes

Views

Join 50k+ companies and 1M+ independents

Hire creatives Get hired

For independents

For companies

For companies Manage team projects Share hiring workspace Post jobs Discover contractors Sign contracts Approve invoices Global payments & tax compliance

Use Cases

For companies For freelancers For partners For agencies For VCs

Resources

Hire Freelancers

Explore all Top independents Design Engineering Marketing Music & audio Social media Video & animation Product Business consulting & HR Other

Company

Mission Careers Terms & conditions Privacy policy Cookie policy

Contact

Contact support

For independents

For companies

For companies Manage team projects Share hiring workspace Post jobs Discover contractors Sign contracts Approve invoices Global payments & tax compliance

Use Cases

For companies For freelancers For partners For agencies For VCs

Resources

Hire Freelancers

Explore all Top independents Design Engineering Marketing Music & audio Social media Video & animation Product Business consulting & HR Other

Contact

Contact support

Company

Mission Careers Terms & conditions Privacy policy Cookie policy

Project Description

Key Deliverables

Customer Support Excellence: Proficient in handling email, and live chat support, resolving issues efficiently while maintaining high customer satisfaction scores.

Technical Troubleshooting: Expertise in diagnosing and solving software, hardware, and network issues, including OS installations, DNS configurations, and SaaS integrations.

Knowledge Base Development: Created detailed internal and external documentation to streamline troubleshooting and improve user experience.

CRM Management: Skilled in using Salesforce, Zendesk, and Atlassian tools to track tickets, generate reports, and enhance customer workflows.

Data Reporting: Generated actionable insights by analyzing data from CRM platforms and payment tools like Stripe.

Notable Achievements

Successfully supported concurrent live chats while maintaining high response quality.

Led and coached teams of 15–30 agents, creating tailored action plans to improve performance.

Streamlined processes for new lines of business, improving operational efficiency.

Consistently resolved technical escalations, ensuring timely resolutions for critical customer issues.

Skills & Tools

CRM: Salesforce, Zendesk, Slack

Technical Support: Remote desktop tools (TeamViewer, AnyDesk), DNS and domain configuration

Documentation: Atlassian Confluence, Microsoft Excel pivot tables

Communication: Fluent in English, skilled in managing escalations

Work Preference

Remote, chat, email and non-voice customer or technical-focused roles that leverage technical expertise to enhance user satisfaction and drive business results.