Jessica Ng

• Review and validate customer purchase orders
• Verify and confirm order details with customer prior to order submission
• Enter and submit orders through order processing system
• Track and follow- up on order status with Order Management Teams
• Assist and answer inquiries from Order Management Teams
• Review and track relevant updates to customer legal agreements
• Research and run software license reports related to customers purchase history
• Update Salesforce opportunities with order information
• Provide administrative support to channel team
• Monitor various mailboxes and respond to email inquiries from internal and external customers
• Investigate and reconcile order processing issues and provide resolution
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.

• Monitor product support mailboxes and respond to customer inquiries.
• Assist customers with access to their software and to the technical

support ticketing system.

• Provide detailed instructions on using new products and support resources available.
• Process and approve new accounts for users registering to the Business to Business Portal (Nuance Network).
• Approve evaluation requests from sales teams for potential customers trialing software products.
• Work directly with customers and partners to process system upgrades
• Perform validation of customer information regarding their products and support eligibility.
• Draft technical documents for Nuance Technical support teams relating to pertinent licensing tools.
• Develop business continuity plan for customers
• Work with product management teams to create product matrixes (documentation) related to Voice Biometric products.
• Develop and provide training to order management and fulfillment teams on use of product matrixes to process customer orders.
• Liaise with order management teams to assist with issues.
• Audit and ensure accuracy of sales orders and customer records

• Research educational institutions (universities and colleges) for potential leads.
• Contact key shareholders and provide sales information regarding product line.
• Lead sales calls with sales engineer for customer demos.