Jessica Keriakos

Resolve Escalated Issues: Handle and resolve highly escalated technical support cases, ensuring timely and effective solutions.
Customer Support: Provide exceptional support to customers via phone, email, and chat, addressing technical inquiries and issues.
Technical Troubleshooting: Diagnose and troubleshoot complex software, hardware, and network problems.
Mentorship: Mentor and train new hires, helping them develop their technical skills and understanding of support processes.
Documentation: Create and maintain detailed documentation of technical issues, resolutions, and best practices.

Process Improvement: Identify opportunities for process improvements and contribute to the development and implementation of support strategies.
Performance Monitoring: Monitor system performance and implement necessary adjustments to ensure optimal functionality.
Customer Satisfaction: Strive to achieve high levels of customer satisfaction through proactive support and effective communication.
Knowledge Sharing: Share knowledge and insights with the team to foster a collaborative and knowledgeable support environment.
Incident Management: Manage and document incidents, ensuring they are resolved within SLA (Service Level Agreement) timelines.

Customer Support: Provide exceptional support to customers via phone, email, and chat, addressing technical inquiries and issues.

Technical Troubleshooting: Diagnose and troubleshoot complex software, hardware, and network problems. Mentorship: Mentor and train level 1 new hires, helping them develop their technical skills and understanding of support processes.

Documentation: Create and maintain detailed documentation of technical issues, resolutions, and best practices.

Customer Satisfaction: Strive to achieve high levels of customer satisfaction through proactive support and effective communication.

First-Line Support: Serve as the initial point of contact for customers seeking technical assistance through various communication channels such as phone, email, or chat.
Issue Logging: Accurately document customer issues, queries, and resolutions in the support ticketing system.
Basic Troubleshooting: Diagnose and resolve basic technical issues related to software, hardware, and networking.
Guidance: Provide step-by-step instructions and support to customers to help them resolve their technical problems.
Escalation: Identify issues that require more advanced troubleshooting and escalate them to Level 2 support or other relevant teams.
Learning and Development: Continuously update technical knowledge and skills by participating in training sessions and keeping up with new products and technologies.
Collaboration: Work closely with other support team members and departments to ensure comprehensive customer service and support.