Job Experience at Vocantas

Technical Support Agent

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As a Technical Support Agent at Vocantas, I focused on diagnosing and resolving client issues related to company software and network systems, ensuring swift and effective resolutions.

Key Responsibilities:

  • Diagnosed and resolved client issues related to company software, network, and third-party systems, employing strong analytical and problem-solving skills.
  • Effectively managed various communication channels, including support calls, chats, emails, and other inquiries, delivering prompt and proficient technical support.
  • Demonstrated leadership by taking the lead in team projects, such as creating and managing the Knowledge Base and conducting customer audits.
  • Orchestrated customer software maintenance and upgrades, ensuring users remained current with the latest software versions and features.
  • Proactively identified opportunities for improvement and innovation by staying updated on technology trends.
  • Assumed a crucial role in onboarding and training new hires in support and system processes.
  • Lead Customer Facing Audits to assist clients in keeping there data update to date

Achievements:

  • Consistently delivered organized and timely results, contributing to the overall efficiency of the support team.
  • Implemented a Support Knowledge Base that facilitated swift customer responses and enabled new support hires to quickly acquire essential knowledge and skills.
  • Integrated customer support credentials with Bitwarden to enhance the security of client systems and streamline support processes.
  • Played a key role in enhancing customer satisfaction ratings through effective issue resolution and support strategies.
  • Maintained the highest customer satisfaction rating on the team, assisting team members in improving customer-focused procedures.