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Caroline Nogueira

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Intro
Bogotá, Colombia
Google Workspace Specialist at Sutherland Global Services - Google Campaign
Joined November 13, 2021

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About
Customer Service Representative with over 4 years of experience in a call center setting, including sales, tech support, and customer care.
Experience
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Sutherland Global Services - Google Campaign
Mar 2021 – Present
Colombia
Google Workspace Specialist
-Offer technical support for Google Workspace: Drive, Meet, Gmail, Calendar, Vault, Sites, Keep, chat, and Cpanel. -Assist customers in setting up the account and migrating from other mail providers. -Respond to and resolve customer support inquiries through email, phone, and live chat. -Diagnose and troubleshoot escalated product issues and apply creative solutions for resolution/workarounds independently. -Escalate technical issues and bugs to Level 2 Customer Support Engineers. -Provide timely and accurate customer feedback. -Complete detailed reports listing requests for technical assistance and the steps taken to resolve them. -Experience with help desk software, such as Salesforce and Zendesk.
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Sutherland Global Services
Jul 2017 – Mar 2018
Colombia
Customer Service Representative
-Use the company troubleshooting resolution tree to evaluate technical problems to find appropriate solutions. -Walk individuals through basic troubleshooting tasks. -Process customer service transactions to include refunds, store credits, and other service issues under the company policy. -Enter customer interaction details in Salesforce to track requests, document problems, and record solutions offered.