- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Age:
- 32 years old
- Location:
- Elciego, Alava, Spain
- Experience:
- 3 years
Yaiza M.
EXTRACT
Customer support agent actively looking for a job. Vast experience in
costumer support in rotating shifts. Responsible and hardworking. Always
willing to learn more and improve my skills. Friendly, cooperative, flexible and
approachable. Enthusiastic, positive, very patient and interested in customer
support.
LANGUAGES: spanish (native) & english (fluent)
EXPERIENCE
∙ From 2017 to 2020 – First Level Customer Support for a Microsoft
Outlook proyect in Upwork.
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Help users with app issues, answer questions about the product, and assist in
troubleshooting issues or escalate them to T2 agents.
Report bugs to T2 for them or IT to fix and/or know they exist and what is the
volume of affected users.
Answer new messages in a maximum of 1 hour and 24 in the case of already
open messages, or in some cases, live chat with users.
Follow up on users that haven’t responded in a couple of days, and, if user
didn’t answer back, close the ticket.
Use of Helpshift and Rave for user conversations and Slack and Microsoft
Teams for work related info and chats.
∙ From 2016 to 2017 – Au Pair in Limerick and Cork – Ireland
∙ From 2014 to 2015 – Franz Keller Schwarzer Adler & Bäckerei Lay –
Freiburg im Briesgau, Germany
STUDIES
∙ Ciclo Formativo de Grado Medio de Gestión Administrativa (Vocational
Education and Training (VET) in Administrative management): IES
Comercio, Logroño,-.
Other studies:
∙ Ciclo Formatico de Autoedición: Técnico en Autoedición (Vocational
Education and Training (VET) in Desktop Publishing): ESDIR, Logroño,
2011.
∙ Ciclo Formativo de Atención a personas en situación de Dependencia
(Vocational Education and Training (VET) in Assistance to People in
Need of Care): IES Batalla de Clavijo/FPD Rioja, Logroño, 2020.
