Sabrina Gabriel

• Successfully resolve technical problems with the use, installation and configuration of the Cority Product Suite.
• Provided exceptional customer support in a SaaS environment, ensuring timely resolution of inquiries and issues to maintain high customer satisfaction levels.
• Triaged support tickets, resolved issues, and submitted to lead to verified and closed.
• Created user accounts, managed passwords and implemented access control policies.
• Provided Tier 1 Cority One SaaS software customer support, troubleshooting and follow-up from assigned tickets.
• Engaged in ongoing training initiatives to refine proficiencies.
• Document/Update all support cases within the Customer Support software application(s)
• Assign technical problems that cannot be resolved by help desk staff to Tier 2 Support Teams (Programming, Development.
• Monitored ticketing system queues regularly in order to respond promptly to requests.
• Escalated any customer concerns to Management (Manager, Customer Support and - Director of Client Service Consulting)
• Resolved customer complaints in a timely manner by providing efficient solutions to complex problems.
• Leveraged expertise in the Health and Wellness Industry to address customer needs effectively, demonstrating a deep understanding of industry-specific challenges and solutions.
• Leveraged advanced written communication skills to provide exceptional customer support for a SaaS platform, ensuring clear and concise responses to inquiries while maintaining a professional tone.
• Successfully managed multiple customer inquiries simultaneously, demonstrating strong multitasking abilities and maintaining a high level of quality and attention to detail in all interactions.

• Handled customers concerns quickly and escalated major issues to the supervisor
• Utilized strong communication skills to explain complex technical concepts in a clear and concise manner.
• Verified and submitted timekeeping information for accurate and efficient payroll processing
• Worked with customers to understand needs and provide excellent service
• Systematically organized and prioritized assignments to meet stipulated timelines.
• Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs
• Resolved escalated service requests from customers with a high degree of professionalism and accuracy.
• Created comprehensive documentation outlining processes used for troubleshooting customer issues.
• Provided technical assistance and support to customers via telephone, email, and remote access tools.
• Performed system administration tasks such as creating user accounts and setting up passwords.
• Apply knowledge of applications to analyze and resolve software problems, isolate causes of problems and identify bugs
• Develop an expert level understanding of our Client's ERP.
• Applied critical thinking skills to address complex customer issues and identify innovative solutions, resulting in improved processes and customer experiences.

• Provided support for customer requests by logging, prioritizing, and tracking issues
• Document issues, recommend workarounds or escalating, working with Development Team for a resolution
• Supported new infrastructure planning and deployment to meet organizational expectations
• Created user accounts, managed passwords and implemented access control policies.
• Set up Active Directory and Exchange accounts for new users and groups.
• Analyzed system logs and identified potential issues with computers and networks.
• Working knowledge of MS SQL Server
• Installed operating systems and applications such as Microsoft Office products.
• Responded to support tickets within timely manners to improve customer service
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
• Provides First Point of Contact end user support, troubleshooting and diagnosis relating to technical issues that arise within the application environment
• Created help desk tickets, troubleshoot and resolved desktop issues
• Maintained employee privacy and protected payroll operations by keeping all information confidential
• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Maintained databases with current and relevant information using proactive troubleshooting techniques.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Applied critical thinking skills to address complex customer issues and identify innovative solutions, resulting in improved processes and customer experiences.
• Successfully managed multiple customer inquiries simultaneously, demonstrating strong multitasking abilities and maintaining a high level of quality and attention to detail in all interactions.

• Assigned system permissions and set up computers to assist with onboarding new employees
• Determined hardware and network system issues using proactive troubleshooting techniques
• Answered questions and provided information to customers about new software or hardware
• Provided documentation on troubleshooting of technical processes to support desk staff
• Translated complex technical issues into digestible language for non-technical users
• Monitored systems in operation and quickly troubleshot errors
• Explained security measures in simple terminology to help users understand malware and phishing threats
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Used ticketing systems to manage and process support actions and requests
• Submitted service tickets for equipment maintenance requests
• Assisted with updating technical support best practices for use by team
• Provides group leadership to the Service Desk Analysts in a team setting by assigning and coordinating daily activities; providing input into performance appraisals; directing technical activities and problem solving ensuring prompt troubleshooting, diagnosis, and resolution
• Establishing documentation of best practices and assists with the identification of issues; guiding development and implementation of tasks to meet deadlines
• Increased customer satisfaction by resolving issues
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Provided bilingual technical support to retail
• Supporting various store technologies and systems
• Work closely with on-site technicians, store staff.

• Provided solutions on user capabilities of products and services through live, virtual demos, telephone conferencing, and documentation.

• Troubleshoot and triage technical issues related to PGi products and services such as GlobalMeet and iMeet.

• Provisioning needs of the end user and educating clients on product and service offerings.

• Adhered to clients SLA’s and time sensitive

reports.

• Managed the ongoing retention of existing customers by continuously seeking feedback on product and service quality and relaying product suggestions to the development teams.

• Developed and maintained training documentation for other Support Analysts.

• Safeguarded data integrity through live virtual demos, telephone conferencing, documentation thus upholding confidentiality protocols.

• Facilitated loyalty-building strategies through the “Dedicated Event Manager program” – offering 1 on 1 support, weekly follow-ups, and template generation for scheduling and more.

• Worked closely with senior technical leads, system engineers, and networking teams to identify and resolve product issues.

Demonstrated proficiency in Zendesk, utilizing its features to streamline support processes and optimize customer interactions.

• Developed and maintained training documentation for other Support Analysts
• Maintained accurate records of onboarding documents to ensure compliance with employment laws and regulations.
• Worked closely with senior technical leads, system engineers, and networking teams to identify and resolve product issues
• Built relationships with customers and community to promote long term business growth
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Developed and implemented onboarding plans for new contractor, ensuring smooth transition into system.
• Scheduled and conducted new contractor training.
• Training materials, conducted webinars and authored confluence for user training and support use
• Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction
• Responded to support tickets within a timely manners to improve customer service
• Assisted in technical support process refinement to improve customer service and support
• Complete training programs and led training using expert learning techniques
• Managed various training courses by developing instructions, documents.