BILLING/ TECH SUPPORT AGENT
Helpware
Jan 2022 - Dec 2023 (2 years)
As a BILLING/TECH SUPPORT AGENT at Kinsa Inc., I provided L1 support for end customers, significantly enhancing the user experience by translating the Kinsa Inc. webpage into Spanish, which led to a 90% reduction in troubleshooting requests from Spanish-speaking users. My responsibilities included customer engagement and service via Zendesk, as well as effective helpdesk and ticket management, where I logged and troubleshot product-related issues. I also worked as a translator for product documentation, ensuring clarity and accessibility for our diverse customer base. In this role, we proactively explored and created options to prevent future issues with the app/service, utilizing app testing, addressing customer complaints, and reviewing c
