Simpsonville, South Carolina, United States
Pacejet is SAAS logistics software for small to medium businesses using various ERP software integrations. · Manage a team of 8 support representative for a customer base of 500+ subscribers; · Mentor and coach the support team; · Provide escalated product support to Software Support Analysts; · Ensure all SLAs are met and customer requirements are addressed on every interaction with support; · Identify need for additional software enhancements based on customer feedback; · Engage internal resources to resolve software or technical issues on escalated cases; · Review software support logs, performance and KPIs to ensure quality of service is maintained; · Report directly to the Vice President of Operations;
CPR+ is a medical software providing over 750 clients with all facets of Patient Record Management, Inventory Management, Point of Sale and Accounting. · Provide software support for 8 national account customers using email, telephone and online chat options. Each customer has a user base of 300+ users. · Research, analyze, resolve and document customer issues concerning software, database and network matters using remote tools, knowledge base articles and outside sources. · Evaluate the impact of customer matters on their productivity, prioritize open cases, and escalate cases as needed to either Implementation, Training or Programming. · Train end users on how to use the CPR+ software. · Work directly with Programming and Quality Assurance to provide resolution to major software concerns and software customizations. · Use SQL to write statements, triggers, stored procedures, or create SQL jobs. · Assist Level One technical support staff with open issues, testing and approving SQL code for their open cases or current calls. · Troubleshoot and X12 Debug EDI transmissions for Claims and ERNs. · Software Used: Microsoft Office 2013, Go to Assist software, Salesforce, SQL Management Studio, Visio, Windows 7, 8 and 10 and other software.
Level One support technician for medical software company, maintaining software for a variety of clients.
· Call Center STATS: Satisfied Customer Surveys 100%; Average Handling Time 14.78 mins; Tier 2 Escalation 6%; Logging of calls 102% · Provided solutions to customer problems/issues concerning the iOS for iPods, iPhones and iPads. · Escalated issues as needed and as required by Apple Policy. · Promoted to SME (Subject Matter Expert) in June 2012, whereby i answered and helped other advisors answer complex customer issues. · Promoted to Team Captain in August 2012, assisting Team Leader with all leadership duties and in training to be a team leader. · Participated in training new advisors in a Nesting environment, providing support during phone calls, online classroom activities and presentations to new advisors.