Tangeni Shivute

• Assisted customers with various types of technical issues via email live chat and telephone.

• Supported customers with online billing, access, and account issues.

•Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

• Input customer service orders and track orders through to completion.

•Documented customer complaints and inquiries for use in technical documentation and bug tracking.

• Resolved record-breaking backlog of support tickets following major system malfunction.

• Increased customer satisfaction ratings by 76% by effectively answering questions, suggesting effective solutions, and resolving issues quickly.