JUAN MANCILLAS

technical support- tickets zenddesk

• clover reporvisons
• VAR sheets
• DBA changes to tmerinals
• address change to tmerinal
• clover closures on clover software
• Auto close updates / enabling/ disabling
• ARISE (non-debit)
• datawire
• clover Dashbaord - cancel subsrubtions

Techncial support - VAR requests

• Stage vars ( file build)
• Stage var encrtpted authorzination code

Terminal file builds for clover, Dejavoo, Pax and ARISE sunmi p2. programming terminal with merchants data

Techninal support: Gatewat POS installs

• NMI, ARISE, Swipe simple, IPOspays, Paytrace,Auth.net,
• temrinals for Clover,dejavoo, Pax, Arise sunmi p2, ingenico, vetra desk 3500 and FD150 fiveserv
• Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Optimized workflows within the support team, implementing ticket management best practices to reduce response time significantly.

• Responded to tier II escalated internal and external technical issues.
• Dealt directly with resolving issues clients had with accessing accounts, general navigation of the platform, navigation of the systems as well as the accounts.
• Asked the right questions to find the issue the client was facing and followed through with a timely resolution.
• In the instance where a resolution was outside my purview, I gathered the necessary information to escalate the concern to a higher tier of support.
• Communicated with internal partners to ensure all relevant information was gathered to make finding a resolution as stress free as possible for the client.
• Maintained proper decorum and a positive attitude when working with clients to provide a pleasant experience.
• Exceeded call volume and quality metrics
• Multitasked in order to resolve client issues via phone, email, and chat

• Manage customer relations both via phone and in person.
• Created IT tickets for any technical issues, troubleshooting, and password resets. Having admin access to updated members' accounts.
• Facilitated refunded cases from start to finish
• Processed new orders, extended deadlines where needed, reset the number of attempts on exams and additional website navigation.
• Managing members' accounting and billing; assisting with helping members close or reopen loans; collecting past-due payments or paying off loans.
• Utilized the following systems in my day-to-day work; PSI, PSI partner portal, CRM, NLS, Brain tree, Microsoft Excel, docs, and teams. moodle, PSI admin portal.