An organized, detail-oriented and conscientious self-starter, Able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. Able to adapt changing priorities and maintain a positive attitude and strong work ethic.
I have worked with some of the top Silicon Valley based companies such as Motive (formerly KeepTruckin) and PayActiv as a Sr. technical support specialist and over this period of time I have provided customer support service regarding their respective apps e.g Motive Fleet App, Motive Driver App, PayActiv app, and assisted users with their concern's and issues. Other then that I have trained many new candidates about our product and services which we provide and how to use the software (Salesforce, Jira,Genisys,etc) for calls and escalating tickets.
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Experience
Motive (formerly KeepTruckin)
May 2021 – Jul 2022
Remote
Sr. Technical Support Specialist
As a Sr. Technical Support Specialist, I am the main point of contact for issues and questions about Motive.
• Answering inbound inquiries coming through Motives support hotline or support email address during Pacific Standard Time business hours
• Customer Service Analysis – collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues
• System Evaluation – valuate our existing tools and work with engineering to develop tools to enable this function to scale
• Assisting customers with their queries or issues relating to our products (ELD,Asset Gateways, App) and services. Resolving the problems as per the customer’s needs or directing them to the relevant department by escalating the case to get a resolution.
PayActiv
Nov 2019 – Jan 2021
Remote
Technical Support Specialist
• Providing technical support service to PayActiv users in USA and helping them out with their app or transaction related queries.
• Enrolling the customers on PayActiv and assisting them through the app.
• Coordinating with other departments like (Emails, Accounts or IT)to make the changes or updates if needed.
• Making sure that the customers query has been resolved.
• Answer calls and respond to emails according to standard operating procedures. Provide customers with product and service information
• Enter new customer information into system. Update existing customer information.
• Follow up customer calls where necessary.
• Keeping up with the complete call log.
