Hootsuite

Responsible with documenting product releases.
Working closely with the product and development teams on addressing product defects and evaluating feature enhancements.
Handle bug triage and complex level 3 escalations.
Work closely with product and development teams on identifying possible product defects or enhancement opportunities.

Escalations & Supportability Specialist II

*Handle complex technical escalations.
*Handle Tie 1 Support escalations.
*Manage bug process and prioritisation via Jira.
*Ensure bug SLAs are met.
*Work closely with Customer Support Team and Product Managers to identify key issues and areas to be improved.

Escalations & Supportability Specialist

*Handle complex technical issues.
*Handle Tie 1 Support escalations.
*Manage bug process and prioritisation via Jira.
*Ensure bug SLAs are met.
*Work closely with Customer Support Team and Product Managers to identify key issues and areas to be improved.

Tier 2 Support Specialist

*First line of contact for Hootsuite Enterprise Customers worldwide. providing assistance in English and Italian both written and spoken via telephone support.
*Actively working with product and development teams to discover potential bugs and pinpointing causes.
*Handling service outages as well as communicating vital changes, both temporary and permanent to end users.
*Work closely with Customer Success Team and Product Managers to ensure that their customers achieve their goals.

Enterprise Customer Support Advocate

*First line of contact for Hootsuite users worldwide. providing assistance in English and Italian  both written and spoken via telephone support.
*Actively working with product and development teams to discover potential bugs and pinpointing causes.
*Handling service outages as well as communicating vital changes, both temporary and permanent to end users.

Customer Advocate

walter services Romania S.R.L.

Walter Services Romania is an outsourcing company that offers high quality Contact Center services for Romanian and foreign customers in different industries ranging from telecommunications, insurance to travel and automotive.

Key Responsibilities:

-handling incoming phone calls, e-mails.
-escalating complex situations to second level support to ensure the resolution of complex technical situations in accordance with the specific procedures.
-documenting incidents for each case
-guaranteeing service quality and ensuring resolution of problems related to product and/or service.

Customer Support Specialist

ecare CRM Business Solutions

E-Care was born in May 2000 with the precise goal to become a leader in the Business Process Outsourcing.
 In 2004 opens it's headquarters in Turin, Italy, followed by Rome, Italy in 2007 after acquiring B2Win, a company specialized in Call Center and Customer Care. The process of fusion between the two companies was completed in 2011.
 Currently E-Care SpA offers its services to major Italian and international companies.
 

Key Responsibilities:

-handling incoming phone calls.
-escalating complex situations to second level support to ensure the resolution of complex technical situations in accordance with the specific procedures.
-documenting incidents for each case
-guaranteeing service quality and ensuring resolution of problems related to product and/or service.

AlmavivA S.p.A.

Almaviva "the italian innovation company" is the first Italian company to venture in the Information & Communication Technology market and the only one currently offering a vast line of services.
 Almaviva is divided into 7 major departments, each one covering with high quality service a market segment.

 Key Responsibilities:

-handling incoming phone calls.
-escalating complex situations to second level support to ensure the resolution of complex technical situations in accordance with the specific procedures.
-documenting incidents for each case
-guaranteeing service quality and ensuring resolution of problems related to product and/or service.

Xena Marketing S.R.L.

Collaborator

Proiect 13

Administrator

Conectys

Conectys is and international BPO company with headquarters in Romania and Belgium, offering Call Center, Infrastructure and Document Processing services in 20 languages to important international companies. 

Key Responsibilities:

-handling incoming phone calls and e-mails.
-escalating complex situations to second level support to ensure the resolution of complex technical situations in accordance with the specific procedures.
-documenting incidents for each case
-guaranteeing service quality and ensuring resolution of problems related to product and/or service.

Product Whisperer & Bug Slayer

Bridging the gap between Hootsuite's amazing customers and our superhero development team.

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