highagency

Fully remote covering North/South American time zones for Adept Communications, United Kingdom. 🔹 Client Ownership & Success • Managed one-on-one onboarding for high-value clients, ensuring full alignment with their technical and business goals. • Acted as relationship owner for key accounts, translating client needs into product insights and support strategies. • Coordinated KYB (Know Your Business) checks and compliance workflows during onboarding and renewal stages. • Monitored fulfillment and usage trends across VIP accounts to proactively address service needs before they escalated. 🔹 Tech Troubleshooting & Support • VOIP (3CX), broadband, and cybersecurity service troubleshooting and support. 95% issue resolution rate within first response. • Troubleshot web issues, including browser compatibility, login authentication, and system errors. Leading to a 20% reduction in recurring support tickets. • Provided customer support via inbound calls, live chat, and emails, ensuring prompt and efficient issue resolution. Top goal: make them feel at ease that help is always available. • Utilized Autotask for ticketing and customer support management, tracking issue resolution times and customer satisfaction. • Managed measured escalations to the appropriate company specialists reducing turnaround times by 40%. • Oversaw company private Discord and Telegram channels. 🔹 Internal Collaboration & Process Improvement • Escalated bug reports and feature requests to engineering and product team. Leading to 3 product improvements based on customer feedback. • Authored and maintained clear knowledge base articles to empower customers and reduce ticket volume. • Collaborated remotely with a global, cross-functional team across different time zones. • Continuously evaluated customer needs and provided tailored product solutions. 🔹 Light Sales & Growth • Took incoming sales calls, as time allowed, for outside info on prospective customer needs converting 24% of incoming calls into paid accounts. • Developed and recommended customer retention strategies, improving satisfaction and loyalty along with increasing CSAT scores by 12% all while minimizing costs.