Customer Support Representative
Digital witch IT support
- Served as the primary point of contact for incoming support requests, managing and resolving Level 1 tickets with a high degree of accuracy and professionalism.
- Utilized tools such as Zendesk, Freshdesk, HubSpot, ClickUp, Zoho, Asana, Monday.com, and Trello to streamline ticket management, track tasks, and maintain customer relationships.
- Collaborated closely with the Sales team during customer onboarding to ensure seamless billing and account setup.
- Classified and escalated complex technical issues to Level 2 Support when necessary.
- Achieved a customer satisfaction score of 95% or higher for six consecutive months.
- Resolved an average of 1,000 support tickets per month with a resolution time of under 24 hours.
- Contributed to a 20% reduction in escalated tickets by implementing improved initial response protocols.
- Provided regular feedback on ticket trends, customer pain points, and feature requests, which informed product development and enhanced overall customer experience.
- Maintained up-to-date internal documentation for billing and onboarding processes.
- Identified areas for improvement in billing workflows, proposing solutions that streamlined processes and reduced errors.
- Developed the ability to provide not only solutions to immediate problems but also proactive advice to help customers fully utilize the software's features.
