Justinn Briseno
Converse,TX
Summary
Results-driven support professional with proven track record of delivering effective product support and customer satisfaction. Known for expertise in troubleshooting and problem-solving, ensuring seamless product usage. Delivers consistent results through collaborative teamwork and adaptability to evolving requirements, with strong skills in technical support and customer communication.
Overview
7
7
years of professional experience
Work History
Product Support Specalist
TaskUs
04.2022 - 08.2024
- Efficiently answer users' software and technical questions regarding SaaS platform through channels via phone, email, and chat.
- 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.
- Respond 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.
- Provide feedback to product development and engineering teams on customer needs and issues for enhancements.
Digital Content Moderator
Task Us
09.2018 - 04.2022
- Monitor and applying pre-determined set of rules and guidelines to user-generated submissions to determine best if the communication is permissible
- Review and analyze data ensuring that it follows social media products and community standards
- Interacted with users and followers across digital platforms to encourage dialogue.
- Monitored user comments and moderated activity.
- Executed social media campaigns across various platforms.
Tier 1 & Mac+ Apple
Volt Customer Care Solutions
07.2017 - 09.2018
- Communicated clearly, articulately and patiently with customers requiring support.
- Mastered and used multiple network monitoring tools and element management systems and detected and resolved service-impacting events with exceptional speed and accuracy.
- Expanded and edited content to expedite future support tasks surrounding network operations and collaborative IT knowledge-base.
- Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
- Pinpointed best resolution to customer's software issues and delivered technical support to other staff members in network operations center.
Education
High School Diploma -
Southwest High School
San Antonio, TX05-2010
Skills
- Service, Cashier Experience
- Desktop and Laptop Computers
- Personnel Management
- Freelancer Coordination
- Story and Content Idea Development
- Database Maintenance
- Microsoft Office
- Google Drive
- Persuasive Expression
- Proof Review and Approval
- Problem Identification
- Spelling, Punctuation and Syntax
- Date and Statistics Verification
- Attention to Detail
- Quality Control Analysis
- Network Troubleshooting
- Remote Support
- Telephone support
- Problem-Solving
- Time Management
- Microsoft Windows and Office
- Multitasking
- Analytical Thinking
- Customer service expert
- Highly Professional
Timeline
Product Support Specalist
TaskUs
04.2022 - 08.2024
Digital Content Moderator
Task Us
09.2018 - 04.2022
Tier 1 & Mac+ Apple
Volt Customer Care Solutions
07.2017 - 09.2018
High School Diploma -
Southwest High School
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