Customer Support

Shirin Islam

(0)

Starting at

$

35

/hr

About this service

Summary

Eight years of experience in technical support and customer service.
Capable of troubleshooting and resolving a wide range of technical issues. Skilled in research to find effective solutions for clients.
Exceptional attention to detail and always putting the customer first to achieve a stellar CSAT score.

What's included

  • Email Support

    • Handle incoming customer tickets • Troubleshoot technical issues • Follow up issues till resolution

  • Support Automation

    • Create dynamic macros to reduce first response times • Automate frequently asked question answers • Create knowledge base articles • Automate knowledge base article suggestions

  • Customer Support Analytics

    • Create dashboards for tracking KPI (CSAT, SLA, etc.) • Automate daily/weekly productivity reports • Create charts using Zendesk Explore

  • Community Moderation

    • Respond to enquiries via Slack/Discord • Slack/Discord channel admin • Slack/Discord and Zendesk integration

  • Chat Support

    • Provide real time technical support to users

Example projects

Case Study: Tracking daily productivity of Customer Support team

Skills and tools

IT Specialist
Technical Support Specialist
Customer Support Representative
Discord
Salesforce
Slack
Zendesk

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