Trusource LabsSupport Specialist
Apr. 2016 - May. 2017Austin, TXIn my job role as Solutions Specialist:
I served as the solution specialist for the business, diagnosing and mitigating risks and technical issues on a daily basis. I supported the business users by setting up, maintaining, and repairing bugs and issues with cloud-based syncing service. I utilized a virtual FAQ Knowledge Base to acquire data and information from various resources as well as an updated and edited knowledge base. I coordinated with engineers and the owners to deliver high-quality technical service and support to the customers.
Highlights of Key Achievements:
• Achieved and maintained an average QA/CSAT score of 94%.
• Recognized for successfully managing the Dropbox business with 50+ calls and 150+ e-mails on a daily basis.
• Acted as a part of team comprising of developers and engineers involved in managing startups such as Nextbit, Nanit, and Pearl.