Customer Service Chat Support Specialist

I respond to customer and user inquiries through live chat and email ticketing systems, including ServiceNow and SAP IS-U. I provide accurate information about services, account details, and job opportunities while maintaining a professional and courteous customer experience.

I assist users with platform navigation, system troubleshooting, and account-related concerns to support strong customer satisfaction. I manage operational requests such as account updates, billing validations, order-status tracking, and refund processing through GoTransverse.

I document interaction details, escalate complex operational and technical issues to appropriate departments, and collaborate with colleagues during calibration sessions. I also contribute to improving support processes and knowledge-base guidance.

I managed dedicated email support queues and complex operational requests for enterprise client accounts in Australian and United States markets. I served as a primary contact for customer communications and ensured requests were handled within required turnaround times.

I dispatched field personnel, scheduled job appointments, and monitored work orders through completion. I accurately encoded and validated customer information, account records, and service requests in enterprise databases.

I maintained SLA compliance through proactive task tracking and follow-up. I also participated in product refreshers, system-update training, and customer-service best-practice workshops.

I delivered remote technical assistance and system-access support for enterprise users across Windows and cloud environments. I investigated incidents through root-cause analysis and troubleshot account permissions, access requests, and basic platform errors.

I maintained clear communication with end users throughout the incident lifecycle, ensuring concerns were addressed and resolutions were understood. I focused on timely issue resolution and a positive customer support experience.

Bachelor of Science in Information Technology.