Elisabeth Cole

- Created and updated troubleshooting documents, instructing the Knowledge Base team on when to publish, which resulted in a reduction of incoming client queries
- Offering 100% expert technical support as well as troubleshooting technical issues for a range of clients
- Maintained detailed records of daily interactions with customers, as well as reported and resolved issues, noting down any further actions required from senior staff or management
- Suggested new processes and methods of working that improved the speed of case handling, whilst maintaining service quality and customer satisfaction o Successfully organised and hosted the first ever Black History Month event in the UK that raised awareness of the celebration and catapulted the yearly recognition
- Collaborated with colleagues, management and other in-house teams to speedily resolve cases

- Provided effective client assistance to customers and managing partners, handling both technical and non-technical issues, as well as general enquiries

- Imparted knowledge to customers and partners on licensing, orders, processes and administrative tasks

- Diagnosed wireless and network-related issues reported by in-house colleagues by working closely with the Client Success, Sales, Product and Operations teams and feeding back advice

- Navigated through numerous cases daily, with speed and the relevant technical expertise