Michael Farrow

Jobs 0% verified

Technical Support Agent

Rockbot

Nov 2021 - Current (4 years 11 months)
Client Relations Associate

Grubhub

Jul 2019 - Nov 2021 (2 years 5 months)

Support inbound clients with functionality questions, training, and troubleshooting via email and phone
• Help to develop and standardize the support processes for newly created corporate client accounts
• Foster and retain client loyalty by creating new support protocols while adapting to COVID-19- related changes
• Onboard new corporate clients by providing them with in-depth training, product guides, and other documentation
• Manage recurring reports for clients with specific financial needs
• Investigate and triage platform bugs and defect tickets using JIRA
• Receive and track client feedback via Salesforce to improve product quality
Enterprise Support Specialist

LevelUp

Aug 2016 - Jul 2019 (3 years)

- Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities
- Provided excellent customer service while troubleshooting and solving issues, and explaining our platform
- Collaborated to identify and implement solutions to technical requests from users and merchants, escalating issues when necessary
- Accurately documented requests while adhering to Support protocols
- Participated in the support team on-call rotation on nights and weekends to provide outside of business hours support and improve response time
- Informed customers about current promotions and sales, encouraging them to take advantage
Business Specialist

Apple

Nov 2014 - Aug 2016 (1 year 10 months)

- Introducing Apple solutions, technology, and services to business customers.

- Build out long and short term solutions based on a clients needs.

- Provided training on Apple products and software.
Specialist

Apple

May 2013 - Nov 2014 (1 year 7 months)

Education 0% verified

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Michael Farrow

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Behavioral traits