Viktoria Bagley

• Increased longevity of Diamond accounts by providing individualized customer service and developing relationships with account holders.
• Responsible for making sure Associates' needs are met and their voices are heard while coordinating with others and fulfilling day-to-day duties
• Working with other department to solve issues, troubleshoot to ensure and support Associate satisfaction.
• Advanced level of knowledge of internal processes and systems
• Working on special projects assigned by Management
• Offer technical support

• Respond to maintenance notification from network providers
• Contribute to documentation around process and workflow
• Ensure smooth operations of the global network infrastructure
• Maintain the health of bare metal infrastructure
• Leverage runbook documentation to resolve operational issues
• Monitor graph analytics to identify potential problem areas
• Troubleshoot network and video operational issues
• Work with Linux command-line interface
• Understanding of networking concepts (TCP/IP, OSPF, BGP)

• Increased longevity of Diamond accounts by providing individualized customer service and developing relationships with account holders.
• Responsible for making sure Associates' needs are met and their voices are heard while coordinating with others and fulfilling day-to-day duties
• Working with other department to solve issues, troubleshoot to ensure and support Associate satisfaction.
• Advanced level of knowledge of internal processes and systems
• Working on special projects assigned by Management

• Offer technical support

• Call monitoring agents and provide one-on-one

feedback

•Creating and reviewing action plans for improvement with agents

•Recognizing and showing appreciation for employees' efforts

• Assisting in the disciplinary process of employees

• Help finding solutions to provide better service

• Be available to answer questions

•Taking part in coordinating, planning and providing training

• Handling escalated customer concerns as necessary

•Answering phone calls and reply emails during busy seasons

• Offer technical support

•Answering inbound phone calls effectively by

providing the best customer service

• Responding promptly with correct grammar to emails

•Research using inside sources to resolve problems

promptly and courteously

•Responding to members concerns in a professional

manner

• Follow-up on customer service issues

• Upsell/mention promotions and other products on calls

• Attending necessary training's

• Occasionally assisting with projects

• Capturing customer feedback

• Identifying and track call types received

• Adhering to schedule

• Offer technical support