☁️Danilo Cerdas S

Experience

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  Movate

  Jan 2022 - Feb 2023

  Bilingual Technical Support Engineer lvl 2

  • Resolve standard queries and complaints by understanding the consumer’s needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting, or adjusting as required and following up to ensure full resolution.• Document all customer interactions and resolutions in the existing case management systems.• Actively contribute to our technical knowledge base, online community, and other technical documentation.▪ Troubleshoot all Level 1/2 support from the Global Clients.▪ Provide exceptional customer service while responding to phone (not usual), email and online requests for technical support.▪ Represent the customer to ensure serviceability and product quality issues arebeing tracked, prioritized, resolved, and incorporated into the product release, cycle.▪ Assist customers in the triaging and troubleshooting products▪ Escalate critical customer situations to the appropriate level of management. Mostrar menos

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  Tek Experts

  Feb 2023 - now

  Trilingual DevOps Techical Support Engineer lvl 2

  -Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.-Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps.-Escalate complex or atypical cases to higher-level technical support as needed.-Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.-Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes. Mostrar menos