Customer Service Consultant & L1 Support Specialist & L2 Support Specialist

Kandidát vykonáva podporu na úrovni L2 už približne 2 roky. Medzi jej každodenné úlohy patrí riešenie problémov zákazníkov a tiež odstraňovanie problémov s počítačmi a systémami, poskytovanie pomoci prémiovým zákazníkom na telefóne 24 hodín denne, 7 dní v týždni, riešenie problémov a eskalácia chýb nástrojov. Má skúsenosti s platformami Windows aj Mac, v roku 2017 sa stretla s Virtual Desktop Infrastructure, takže má povedomie, ktoré by bolo potrebné osviežiť. Vo voľnom čase sa učí programovať v jazyku JavaScript. Komunikácia v angličtine jej nerobí problém.

November 2021- Ongoing: L2 Customer Support Engineer - Responding to customer inquiries via email, identifying and escalating bugs, selling the product to customers, providing technical troubleshooting, and assisting clients through live channels

October 2020 – October 2021: Fraud Investigation Specialist in KYC - Conducting due diligence and KYC procedures, investigating suspicious activities, minimizing fraud risk, communicating with stakeholders in English and Italian, and participating in ad hoc projects

July 2019 – October 2020: International Cash Collection Dispute Lead Italy - Overseeing and streamlining the dispute process, coordinating with various departments, developing KPIs, enhancing customer experience, and preparing dispute reports

August 2018 – February 2019: International Cash Collection Dispute Lead Italy - Overseeing and streamlining the dispute process, coordinating with various departments, developing KPIs, enhancing customer experience, and preparing dispute reports

April 2019 – June 2019: Medical Assistant Coordinator - Handling claims under company policy, providing medical assistance and travel services, delivering superior customer service, and ensuring regulatory compliance

January 2017- August 2018: Customer Service Specialist/Coordinator EMEA Damage Department - Managing customer complaints, investigating and resolving claims, maintaining relationships with customers and internal departments, and coordinating dispute resolution

November 2015- January 2017: Pub Manager - Managing daily operations of a pub, including staff management, customer service, and inventory control