Copenhagen, Capital Region of Denmark, Denmark
I am an AP (academic program) graduate in IT Technology and I bring a wealth of experience in providing exceptional client support, specializing in follow-ups, engagement, and effective problem resolution. My expertise extends to product support with a keen focus on creating comprehensive documentation for community assistance. Proficient in bug debugging, I possess foundational skills in HTML, CSS, and JavaScript. I excel in 2nd level support, utilizing tools like Postman and browser console tools for efficient issue resolution. I have a good understanding on managing Domain Name DNS and Nameservers, as well as Email Administration and configuration also with hands-on experience in WordPress, MySQL, and FTP. Proficient in working with the desk softwares Zendesk, Intercom and JIRA software. I am committed to excellence, boasting a comprehensive skill set that positions me as a valuable asset in the dynamic realm of technical support.
Second and Third-Level Support: Provide advanced support as both a second and third-level specialist, resolving complex technical issues efficiently and ensuring customer satisfaction. Use Jira and Intercom support software to efficiently manage and track support tickets, prioritize tasks, and collaborate with cross-functional teams. Support on accessibility initiatives to ensure our products and services met the highest standards of inclusivity, complying with WCAG guidelines and industry best practices. Conducted bug testing, employing a meticulous approach to identify, reproduce, and isolate software defects across various platforms and environments. Proficient in debugging techniques, leveraging advanced troubleshooting methodologies and tools to diagnose and resolve intricate technical issues promptly. Regex (Regular expression): Execute test and apply on the product so that the customer can have a better experience on the product. Innovated by creating custom support browser web tools, empowering team members with specialized utilities and extensions to streamline workflows, automate repetitive tasks, and improve productivity. Utilized Postman software for API testing and debugging, ensuring seamless integration and reliability of applications and services. HTML, CSS, and JS: Possessed basic understanding of HTML, CSS, and JS to address frontend issues and contribute to web development tasks. Utilized coding skills to enhance user support and improve overall user experience. GTM (Google Tag Manager) Integration Support: Provided assistance with GTM integration, ensuring seamless implementation and management of tracking tags and scripts. GitHub basics: Be able to create PRs and test locally in order to be sure the changes does not affect the system and product
Customer Support: Proactively engaged with customers to ensure their satisfaction with support interactions and resolved any issues. Maintained open communication channels to address concerns and provide ongoing assistance via Zendesk. Contribution to community documentation to assist users with common issues and questions. Ensured that documentation was clear, accessible, and up-to-date to empower users and foster a supportive community environment. Bug Debugging: Conducted thorough bug debugging to identify and resolve issues efficiently, ensuring smooth operation of products and services. Collaborated with cross-functional teams to address root causes and implement effective solutions. HTML, CSS, and JS: Possessed basic understanding of HTML, CSS, and JS to address frontend issues and contribute to web development tasks. Utilized coding skills to enhance user support and improve overall user experience. GTM (Google Tag Manager) Integration Support: Provided assistance with GTM integration, ensuring seamless implementation and management of tracking tags and scripts. Collaborated with clients to understand their tracking needs and configured GTM accordingly for optimal performance.
Provided 2nd level support d in resolving complex technical issues efficiently and satisfying customers' and Partners' needs. Used Jira Software to manage and track support tickets and projects, contributing to a better workflows and collaboration across teams. Utilized Postman software for API testing and debugging, ensuring seamless integration and reliability of applications and services. Domain and email Management: Managed domain name registrations and email set up services, guiding clients through the selection process and ensuring smooth integration. Created comprehensive internal and external documentation to facilitate knowledge sharing and streamline support processes. HTML and CSS: Possessed basic understanding of HTML and CSS for frontend support and troubleshooting tasks, contributing to the resolution of user interface issues.
Sales and technical support: Provided exceptional sales and technical support, specializing in WordPress, MySQL, and FTP troubleshooting. Built strong client relationships by resolving issues promptly and effectively, contributing to increased sales and customer satisfaction. SuperUser of the platform Website Builder: Company Website Builder platform, offering guidance and crafting user-friendly guides to enhance usability. Played a key role in improving platform functionality and empowering users to maximize their experience. Utilized Zendesk to streamline support processes, ensuring timely resolution of customer inquiries. Maintained high satisfaction ratings by delivering personalized assistance and exceeding performance targets consistently. Domain Name, Hosting, DNS and NS: Managed domain name registrations and hosting services, guiding clients through the selection process and ensuring smooth integration. Optimized domain DNS and nameserver configurations for enhanced website performance and security.