Carmina Vivienne Armas

· Deliver timely, accurate and respectful answers to customers’ questions and issues.

· Utilize the internal ticketing system to log all requests and activities

· Take ownership of Customer Service incidents and work to successfully resolve them.

· Escalate issues as needed.

· Other duties assigned such as Refund tasks for Discord.

· Training teammates as per lead given tasks.

· Supports and helps teammates at any time with their ticket related concerns and other work concerns.

· Updates teammates when updates and instructions are given by clients.

· Assigned as one of three Pilot agents for Developer Experience | Discord Developer Support Team.

· Knowledgeable in programming, software and bot operations and troubleshooting.

· Coordinates important news and updates clients if necessary regarding Developer Experience concerns. (With clients' permission)

· Participated in Developer Experience Playbook and initiated on creating DX file along with other DX documentation files for Bot Verification Application and Intents Request Application.

· Making sure all the queries from DX teammates are attended accurately and well-explained. Calling teammates one on one if necessary.

• Managing team and distributing team to respective locations/branches.
• Teaching marketing strategies and handling clients with proper communication skills and developing good connection with clients.
• In charge of monitoring clients papers for the approval process.
• 24/7 on call/work for the clients availability.
• Willing to work for 7days a week and work on different scheduled site locations everyday.
• Holding meetings.
• Participating in meetings and presenting new ideas with the Project Managers.
• Able to recruit new employees.
• Product knowledge and accounting knowledge is a must.
• Decent proposal of product presentation for the clients.
• Flexible and attentive to details.

• Answering customer queries and solving their complaints and technical concerns professionally via phone call.
• Researching required information using available resources
• Identifying, escalating priority issues and reporting to the high-level management
• Recording details of comments, inquiries, complaints, and actions taken.

• Answering customer queries and solving their complaints and technical concerns professionally via phone call.
• Researching required information using available resources
• Identifying, escalating priority issues and reporting to the high-level management
• Recording details of comments, inquiries, complaints, and actions taken
• Performing troubleshooting steps with the clients/customers of necessary
• Network and hardware/software knowledge is required.