Jorge Fallas Sojo Product Support Specialist at Datasite

Product Support Specialist

Datasite

Dec 2023 - Current (2 years 11 months)

- Collaborated with other team members to ensure timely and effective problem resolution. - Responded to service requests across multiple channels, including phone, email, and chat, ensuring an excellent customer experience. - Delivered training and guidance to customers on products and services, leading them through demonstrations and tailoring solutions to meet their specific needs. - Assisted customers in the setup and configuration of projects and features within the company’s applications. - Captured all service requests, interactions, and communications in Salesforce Service Cloud, contributing to organizational knowledge through the creation of knowledge base articles. - Built positive relationships with customers, enhancing their sa

Queue Manager

Microsoft

Mar 2022 - May 2023 (1 year 3 months)

- Monitoring incoming customer case volumes Queues and assigns service requests (cases) to appropriate engineers, based on pre-defined prioritization guidelines and engineers’ skills, taking customers’ needs and other urgencies into consideration. - Supporting engineers with case related operational activities such as engaging other teams - Point of Contact regarding supportability and team availability for inter-team collaborations requests -Review of the business's performance on a monthly basis with seniors and managers

Technical Support Technician

Western Union

Oct 2015 - Apr 2022 (6 years 7 months)

• Provide first support level to all the Western Union employees using ITIL methodology
• Support internal and external applications like Microsoft Office package, VPN, and Hadoop, Access and others.
• To be the point of contact in the account management in Active Directory for all the domains available inside of the company and others accounts like AS400, Mobile Iron, OnDemand, Cherwell and so others.
• Updating Knowledge Base documentation

Fraud Analyst

Western Union

Oct 2015 - Jun 2017 (1 year 9 months)

-Communicate with Western Union customers as needed to verify details regarding specific money as well as support WU.com customers with their identity verification ensuring that Compliance regulations are met. -Analyze digital transactions to make sure that no fraudulent activity is involved. -Resolve problems and decide when to escalate a case or to proceed with the regular transaction/customer profile verification handling procedures. -Skilled in Risk Assessment, and be able to provide an excellent customer experience.

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Collections Specialist

Aegis BPO

Sep 2013 - Aug 2015 (2 years)

Works as a Collector specialist, call customers to collect a debt, also receive inbound call to deliver customer service to customers that want to pay or receive information regarding their bank account

Sales Agent

Convergys

Jun 2011 - Oct 2012 (1 year 5 months)

First level of Technical support with a customer service level to deliver assistance regarding cable, telephony and Internet services.

Jorge Fallas Sojo

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Jorge Fallas Sojo

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