Provided in, depth technical support to clients at a tier 2 level, solving most of the issues without transferring to tier 3 support
Service Desk Management. Understand and analyze customers’ needs and investigate the issue to
find appropriate and acceptable solutions. Help develop and implement web-based support
initiatives including knowledge bases, and technical runbooks; update the internal documentation.

Was responsible for engaging with clients over the phone, addressing their concerns and resolving issues related to payment processes and website navigation. I provided clear and effective support, ensuring that each client felt heard and assisted in a timely manner. My focus was on delivering exceptional service, guiding clients through solutions and enhancing their overall experience