Guatemala, Guatemala
I have worked in the past years in Analysis and Technical Support Environment and I have more than 5 years of experiencing in the area. I´ve worked with external customers (US and Europe based) to resolve technical problems related to the products I am trained for, specially financial software and security driven applications. I have experience with different platforms, systems and complex solutions for each unique scenario, both in Mac and Windows environment. I've worked as well as Administrative Assistance in a family business. I have completed studies for Law Degree which I plan to finish and complete the studies for during 2025 and 2026 (starting on June 2025 and for a total 18 months period). My pensum was completed through Universidad Rafael Landívar, in Guatemala City. I am studying Clinical Psychology as well, currently on 5th year in Universidad Galileo. IA enthusiast, voracious reader, excellent writer, animal lover.
As a Technical Support Specialist in LastPass, I am the responsible for providing technical support to customers who use LastPass password manager software. I am the first point of contact for customers who need help with installation, configuration, troubleshooting, and other technical issues. Within the responsabilities, are: * Provide excellent technical support to LastPass customers via phone, email, chat, and other channels. * Analyze customer issues and provide accurate and timely solutions or escalate to higher levels of support as needed. * Keep accurate and detailed records of customer interactions and resolutions using the company's ticketing system. * Collaborate with other technical support specialists and cross-functional teams to resolve complex customer issues. * Stay up-to-date with the latest LastPass software updates, features, and bug fixes and provide information to customers as needed. * Provide feedback to the product team on customer issues and feature requests to improve the product. * Contribute to the creation of knowledge base articles and other support documentation to help customers self-serve in the future. * Continuously improve personal technical and support skills through training, self-study, and collaboration with colleagues.
As a Quicken- Simplifi representative I was responsible to provide excellent customer service and technical support to users of Quicken and Simplifi, which are two financial managment software products from Quicken. I worked closely with the customers to identify and resolve any issues they might be experiencing. My experience included: * Identify and diagnose technical issues and provide solutions or workarounds to resolve them. * Document customer interactions. * Escalate issues to senior support staff or engineering teams when necessary. * Identify opportunities to improve our support processes and provide feedback to management. * Stay up-to-date with the latest product developments and features, and proactively share this knowledge with customers and colleagues.
As an Administrative Assistant, I was responsible for providing administrative support to executives and other team members. I worked close with team members to ensure the smooth operation of daily activities. Within my responsabilities: * Provide general administrative support to executives and team members, including scheduling appointments, managing calendars, and making travel arrangements. * Answer and direct phone calls, take messages, and respond to inquiries from visitors and callers. * Manage email correspondence, compose and send emails on behalf of executives and team members, and maintain an organized email inbox. * Prepare reports, presentations, and other documents using Microsoft Office software. * Manage office supplies and equipment, and maintain an organized and clean office environment. * Plan and coordinate meetings, including booking conference rooms, preparing materials, and organizing catering * Conduct research and gather information on various topics as needed. * Provide support for special projects and events, and manage tasks and deadlines effectively. * Maintain confidential information and handle sensitive documents and communications with discretion. * Other duties as assigned by management.