Technical Support Customer Expert 1 | Customer Support - Customer Service | Cust

I was a Technical Support Customer Expert I (Technical Support Representative) (chat support) for Telecommunication (mobiles) based in UK. Provided customer support through chat about product knowledge, troubleshooting steps, resolution delivery and booking a repair. Proficient in company assigned tools, process and product.

I was a Technical Support Customer Expert I (Technical Support Representative) (chat support) for Telecommunication (mobiles) based in UK. Provided customer support through chat about product knowledge, troubleshooting steps, resolution delivery and booking a repair. Proficient in company assigned tools, process and product.

Trained and have proficient knowledge about our company's product which is the main focus to provide good customer support, experience and was able to contribute not just for own goals but to our team goals.

Used this skills when I was a Customer Experience Analyst as we need to do a call listening as part of deep diving root causes and customer journey mapping. This skills also used to other workload tapped to us by the operations.

My first job is considered as Customer Support - Back Office however. What we are doing is we are transcribing voicemail into text messages via our company tools. We are actively listening on what said on the voicemail and we need to type it accurately on our tools.

During my time in Technical Support Customer Expert I, we are allowed to assist customer who have sales query - product knowledge, assistance in ordering on the website, order status and order delivery date. For assistance in ordering on the website, customer already decided to purchase a product but they are having difficulty or have issue on placing it on our website that's why we give them a walk-through on how to do that. For product knowledge, since we are from technical team we surely need to assist customer regarding as we do have tools to check on our end and we have proficient knowledge for it. Order status and order delivery date, we do have limited access to our Sales Team tools but what we are doing is instead of transferring the customer to them we are tapping or asking assistance from their Team Leader to check for it and we are the one providing the details to our customer. Unless they need further details or assistance then will be transferring them over.