Kimberly Khong
Reno,NV
Summary
Product Support Engineer with proven to troubleshoot and resolve software product issues. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Product Support Engineer
Azibo
01.2024 - Current
- Responded to customer inquiries and provided technical assistance over the phone, email, and chat
- Troubleshoot and resolve technical issues, guiding users through solutions
- Escalate complex issues to senior support teams while maintaining communication with customers.
- Assist customers in better utilizing the platform for their needs
Customer Support Representative
Azibo
08.2021 - 01.2024
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Contributed ideas and practical solutions to support process improvement efforts.
NATIONAL RECRUITING MANAGER
LegalMatch
08.2018 - 08.2021
- Analysis, target and increase Attorney ROI by providing customized SaaS membership to meet and exceed business needs
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Updated accounts and maintained long-term relationships with clients.
Customer Support Supervisor
Nextep Funding
04.2012 - 08.2018
- Managed and oversaw a team in charge of conducting all aspects of customer/partner support
- Analyzed customer feedback to identify areas for improvement.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
Education
Bachelor of Science - Computer Science
Western Governors University
01-2023
Skills
- Compliance improvement
- New product support
- Product improvements
- Continuous improvement
- Schedule coordination
Certification
- CompTIA Project+
- CompTIA A+
Timeline
Product Support Engineer
Azibo
01.2024 - Current
Customer Support Representative
Azibo
08.2021 - 01.2024
NATIONAL RECRUITING MANAGER
LegalMatch
08.2018 - 08.2021
Customer Support Supervisor
Nextep Funding
04.2012 - 08.2018
- CompTIA Project+
- CompTIA A+
Bachelor of Science - Computer Science
Western Governors University
Similar Profiles
David PorterDavid Porter
New Customer Specialist at AziboNew Customer Specialist at Azibo
Michael GoodmanMichael Goodman
Onboarding Specialist at AziboOnboarding Specialist at Azibo
Alissa VrabelAlissa Vrabel
Vice President, People and Customer Operations at AziboVice President, People and Customer Operations at Azibo