Francis Reginald

 Delivering excellent support for the G Suite/Google Apps ecosystem

Supporting existing customers using G Suite to get the most out of the platform and resolve problems with their implementation as well as billing set up and issues through chat, phone, or email channel via Salesforce platform.

Recommending best practices and being a 'Google Guru' for our customers on how Google can help improve their business

Processing adds/removes/changes for customer accounts. 

Helping manage deployments of G Suite (configuring DNS records, setting up users, liaising with customers) 

Email set up pop/IMAP, data migration from Exchange to G Suite, web address mapping, troubleshooting inbound mail flow issues, routing, split delivery and dual delivery.

Responsible for providing world-class business & technical assistance on applications to end-users of the inContact™ suite of technology products. 

Building long-term relationships with new and existing customers by being attentive to their immediate needs

Proposing enhancements to product and/or service.

Troubleshooting unique customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers

Coordinating with internal departments to provide a collaborative solution

Provides technical configuration and, in some cases

Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments

Updating Knowledge Base articles for internal use as a reference during support interactions.

Establish an excellent working relationship with clients and exceed their

expectations.

Pro-actively maintain an understanding of processes to maintain efficiency in handling orders ensuring fast and steady completion without issues.

Pro-actively communicate with clients on order issues, updates, and status.

Strictly adhere to the Service Level Agreement to successfully deliver orders and maintain customer satisfaction.

Order Management and Administrative Responsibilities.