Joseph Olaes

•Communicated regularly with team members to maintain clearly defined expectations.

•Managed all client inquiries through resolution to enhance customer satisfaction ratings.

•Resolved customer questions, issues, and complaints efficiently to reach mutually beneficial solutions.

•Delivered exceptional customer service to grow business, resolve issues, and maximise customer experience.

•Embedded customer priorities in service delivery focusing on outcomes based on customer insight.

•Achieved outstanding customer satisfaction through effective team management.

•Identified ongoing issues and implemented solutions to maintain

optimum service levels.

•Supervised and observed team activities, offering praise and constructive feedback.

•Addressed and solved customer issues and complaints without difficulty.

•Evaluated service successes and weaknesses through weekly reviews.

•Troubleshoot issues over the phone, email, and chats

•Assisted customers with account management

•Worked and replicated issues to include the details in the tickets to be escalated to the dev or engineering

•Asked customers targeted questions throughout troubleshooting to determine smart solutions.

•Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely.

•Used support tickets to track and speed up incidents.

•Participate in in-person meetings with customers to assess and diagnose hardware problems.

•Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.

•Logged and completed reports to submit technical details to management.

•Used remote access to navigate and link to customer computers.

•Documented actions taken using work order system within

[Hubspot, Zendesk, Intercom, Salesforce, Five9].

•Educated service users on new software updates and system capabilities.

•Identified system performance issues, providing swift remedial action.

•Assisted customers over the phone

•Answered inquiries and performed basic phone troubleshooting

•Helped customer with their account inquiries

•Maintained a high level of product and technical knowledge.

•Continually reviewed and improved processes and procedures to maintain service levels.

•Handled complex queries, providing high-quality, accurate service within stated timescales.

•Managed day-to-day resourcing and team performance to provide high-quality service and KPI attainment.

•Delivered world-class customer service in all interactions with customers and representatives.

•Built business relationships with clients providing prompt and accurate service.

•Responded to enquiries via by telephone, e-mail, or web chat within the agreed SLAs.

•Addressed customer service inquiries quickly and accurately.

•Processed and issued product orders and service upgrades for customers.

•Maximized customer satisfaction by resolving service issues promptly.

•Assisted customers with softphone configuration

•Troubleshooted issues over the phone

•Answered account inquiries

•Asked customers targeted questions throughout troubleshooting to determine smart solutions.

•Helped customers set up new systems, applications, and software.

•Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.

•Provided clear and concise step-by-step technical support to guide clients.

•Maintained compliance with service-level agreements with fast,

knowledgeable resolution for diverse issues.

•Used support tickets to track and speed up incidents.

•Participate in in-person meetings with customers to assess and diagnose hardware problems.

•Logged and completed reports to submit technical details to management.

•Used remote access to navigate and link to customer computers.

•Updated software for new functionality and improved security.

•Resolved service user requests within target timeframes.

•Identified system performance issues and provided swift remedial action.

•Investigated reports of system errors to try to reproduce problems and trace faults.

•Educated service users on new software updates and system capabilities.

•Configured networks to meet performance requirements.