Customer Engagement || Customer Support

Managing customer accounts and with the focus of ensuring customer satisfaction, retention and increasing adoption.

• Increase customer satisfaction by collaborating with technical consultants and developers to deliver timely support to customers.
• Monitoring utilization of my customers solutions by engaging them via courtesy calls, surveys and visits every quarter.
• Drive adoption and continuously provide education to clients on new features and improvements to the software.

• I train users of my company's products on how our solutions work.
• I attend to customers complaints  via live chats, phone calls and emails on challenges they face using the system.
• Drafting End- User manuals.
• Review and update of existing manuals as and when there is a change in the product.
•  Product testing and reporting- I test products using pre- designed test script and write reports indicating success or failure of tests.
• Managing Support portal (Zendesk)- Zendesk Support Agent.
• Software installation and configuration- Payroll, HR Controller, SAP Business One.
• Project monitoring- ensuring compliance by consultants to project deliverables