Ausia LaSalle

-respond to email support tickets from AAA clubs across the US/CAN using Zendesk

-troubleshoot and test issues to determine if bug ticket needs to be opened

-use Jira/Confluence to open tickets for confirmed bugs

-assign bug ticket to appropriate product team and alert via Slack

-check status of ticket and update clubs when issue is resolved

-Create Zendesk ticketing reports at AAA clubs request

-Modify Hotel descriptions, photos, and details on TST booking site

-Verify third party partner mapping for Hotels

-Update/Review suspended ticketing view

-Update and create Zendesk and TST Production users

-Forward complaints to customer service agents

-Review and monitor production/booking for outages

-Update HTML for Headers/Footers on for club booking sites

-Create and update users for production

-create agent SLA reports for in house travel agents

-Review resumes, evaluate, and interview new hires

-Onboard new hires

-Coach travel agents on technical processes and systems

-Review email server for customer/club/employee email issues

-Review customer/agent workflow on site using Smartlook

-Pull and review XML logs for booking and production issues

-Create help/support articles for agents on Zendesk

-Update technical processes on Confluence for internal support

Answer incoming Emails and Chats for technical issues and product questions

Answer general questions about creating and sending marketing emails

Resolve technical issues with web content and email sends

Advise on best practices for creating Marketing content

Review and correct web content embed issues

Edit solution files (.xml) to circumvent CRM errors

Review and interpret errors in error trace

Review SPF records for errors

Answer GDPR and Subscription Management questions

Provide resources and next steps for creating content

Review and interpret script and FreeMarker errors

Answer multiple incoming chats simultaneously on various issues

Help with the team’s incoming ticket load during slow periods

Provide feedback and suggestions to leadership on areas of improvement

Corporate management escalations

Respond to complex customer issues

Provide feedback for appropriate actions to escalating advisors

Take complaints and provide feedback appropriately

Maintain ownership of cases until resolution is reached

De-escalate aggravated and frustrated customer calls with empathy and effective communication techniques

Create tickets to expedite repairs and address system issues

Log customer interactions with appropriate details

Handle escalated dispatch requests

Redirect shipments

Track the repair process

Print Shipping Labels

RMA equipment

Create and escalate tickets

Log customer interactions

Troubleshoot iOS and OSX related

Submit feedback on emerging issues to engineers

Troubleshooting issues with iTunes on Windows and Mac computers

Take management escalations

Set up repairs and escalate repair request through GSX

Configure hardware and software to work with Apple products

Assist with download process of iTunes and software updates,

Configure malware on Windows computers during troubleshooting process

Assist with configuration of peripherals such as printers and keyboards to work in conjunction with iPhone, iPads, and iPods

Use remote viewing to assist customers with complicated tasks on computer

Assist with setting up sync to Outlook mail and other mail services

Use POS systems to process sales for technical solutions

Provide troubleshooting assistance to customers for various AT&T devices

Resolve customer account issues through the billing system

De-escalate angry callers

Provide support to new agents on the floor

Provide general “how to” information about how phones function

Troubleshoot and submit tickets for network issues