Customer Support Representative
February 2014 — Present
Effectively solve customer inquiries via phone, email, and Twitter using a CRM tool. Identify, document and follow up with engineers on product bugs and features. Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products. Recognize errors and draft improvements to content in the external Support Center and internal documentation. Collaborate with members of other teams to root out answers and be a resource to teammates. Conduct, organize, and schedule trainings including follow up surveys and analytics.