Tier 2 Technical Support
January 2013 — Present
- Became a product expert in order to provide phone, email, and remote desktop support for product.
- Utilized Salesforce CRM and Trac to document and trouble shoot customer inquiries.
- Acted as liaison between customers and software developers to track and resolve reported system bugs.
- Conducted quality assurance for specific customer requests ensuring that they met customer specifications and functionality requirements.
- Proactively identified critical clients and worked to mitigate churn risk through customer development, needs assessment and feature implementation.