Customer Support Representative

Technical Support and Issue Resolution: In charge of technical support and handling urgent escalations from a portfolio of Enterprise and Pro clients. Customer Issue Triage: Efficiently triage and resolve customer issues related to SDK and integration problems, ensuring swift and effective solutions. Configuration Review and Analysis: Utilize JavaScript to create custom functions and data analytics solutions, providing valuable insights and thorough investigation into various issues. Implementation, Onboarding, Adoption, and Growth: Develop and implement automation and troubleshooting tools to streamline internal processes, significantly improving team efficiency and reducing manual workloads. Python scripting for troubleshooting: Write and execute custom Python scripts to support various technical needs and enhance operational capabilities.

Drive an exceptional customer experience by diagnosing and solving challenging client needs, acting with a sense of urgency to ensure client issues are resolved as quickly as possible. Demonstrate excellent communication skills valuable for managing service incidents and working collaboratively with other teams. Discover customer pain points and provide customized monitoring solutions to drill down on business issues. Work closely with customer teams to investigate and resolve production system issues and communicate system enhancement/bug fix requirements to multiple engineering teams. Perform system operation and administration tasks, including checking and monitoring multiple systems performance daily, maintaining server health, performing database operations(generating reports, performing schema changes). Excellent analysis, troubleshooting, and debugging skills, particularly in reviewing application logs and investigating OS/Networking issues. Identify and write internal and external technical articles or knowledge-base entries, like typical troubleshooting steps, workarounds or best practices.

Designed access control and attendance system for a large University with 8,000+ students and 80+ biometric attendance devices. Designed and implemented Scheduling and Payroll management software for a security guard company with 4000+ personnel. Designed and implemented attendance software to replace the legacy system for managing 300+ biometric devices across 130 branches. Generating attendance reports of 3000+ employees and integrating with Oracle ERP. This project has saved the customer $350k by retaining legacy biometric devices.

Implement front-end overhaul for route planning app. Developed front end using Angular 2. The route planning app is a web-based route planner suitable for pickup services, transport companies, courier services, and retail stores.