Justinn Briseno
San Antonio,Texas
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
8
8
years of professional experience
Work History
Product Support Specialist
Mailchimp
04.2022 - Current
- Identify the root cause of abnormal behavior, troubleshoot, and determine appropriate course of action. Recognize and analyze trends in users' issues with the application and communicate them with my team.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Contribute to the knowledge base via technical and process support documentation.
- Utilized ticketing system to track customer requests and prioritize urgent needs via Zendesk
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
Content Moderator
TaskUs
09.2018 - 04.2022
- Approved, reviewed and edited content flowing to website.
- Managed content distribution to online channels and social media platforms.
- Utilized analytics and site metrics to determine areas of improvement.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Researched topics to create accurate and engaging content.
T1 Mac Support Representative
Volt Customer Care Solutions, SAN ANTONIO
07.2017 - 09.2018
- Responsible for effectively communicating with customers, demonstrating clear and patient support
- Additionally, I mastered multiple network monitoring tools for swift and accurate issue resolution
- I expanded and edited content to expedite support tasks and efficiently monitored incident alert systems
- I pinpointed the best resolution for customer software issues and provided technical support to colleagues in the network operations center.
Technical support advisor
SAN ANTONIO
10.2015 - 04.2017
- For Pepco, assisting customers with their electricity service in the Washington and Maryland area
- I provided exceptional service, addressing concerns and finding solutions
- I delivered local and remote Tier 1 IT support for hardware and software to company personnel
- I also have skills in various software applications
- I handled phone, email, and chat support for inquiries, maintained knowledge of promotions and policies, and ensured customer privacy and security.
Education
GED -
Southwest High School
San Antonio, TX05.2010
Degree -
St. Philip’s College
San Antonio, Tx2014
Skills
- Records Review
- User Experience
- Product Calibration
- Cross-Functional Collaboration
- Auditing Service Requests
- Customer Communication and Empathy
- Microsoft Windows and Office
- Technical Diagnostics
- Employee Computer Support
- Telephone Support
- Resolve Technical Problems
- Zendesk
- Google Workspace
- Slack
- Jira
Timeline
Product Support Specialist
Mailchimp
04.2022 - Current
Content Moderator
TaskUs
09.2018 - 04.2022
T1 Mac Support Representative
Volt Customer Care Solutions, SAN ANTONIO
07.2017 - 09.2018
Technical support advisor
SAN ANTONIO
10.2015 - 04.2017
GED -
Southwest High School
Degree -
St. Philip’s College
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