Temidayo

6-month Contract-based role.

Respond to inquiries via live chat, email, tickets, and social media channels.

Help customers understand and use GemCommerce products effectively.

Troubleshoot issues with input from the technical Team.

Share feedback with internal teams to improve products and customer experience.

Provided technical support and troubleshooting for hosting clients.

Managed server infrastructure, software installations, and DNS configurations.

WebMail Configuration.

Handled website migrations, backups, and disaster recovery processes.

Monitored system performance, ensured uptime, and maintained security standards.

Worked with the infrastructure team on data centre operations.

Delivered timely customer support via email, chat, and ticketing systems.

Support Microsoft 365 for commercial users by assisting Customers with troubleshooting steps regarding Microsoft 365.

Act as the advanced technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers, including issues escalated to the highest management level.

Collaborate with domain experts (SMEs) and escalation managers when additional support is needed.

Facilitate the escalation of technical issues to appropriate external teams, including Level 3 support, ensuring timely resolution and customer satisfaction.

Promptly respond to customer complaints and requests via phone calls & Ticket system.

Follow up on escalated tickets to other departments.

Contribute to the enhancement of support processes, sharing insights and best practices to improve overall team performance.

Assist customers in resolving issues related to website hosting, ensuring optimal performance and reliability.

Provide technical support for email hosting services, including assistance with email setup, configuration, and troubleshooting.

Engage with customers via various channels, including email, chat, and phone calls, to provide prompt and effective technical support.

Troubleshoot and address issues related to website uptime and domain management.

Assist customers with domain registration, transfers, and DNS management.

Resolve domain-related issues, including DNS configuration and domain propagation.

Provide support for common Google Suite applications and address user-related issues.

Promptly responded to customer inquiries via email and Intercom.

Provided quick and accurate responses to sales inquiries from new clients.

Offered ongoing support to existing clients, ensuring satisfaction and retention.

Escalate issues beyond support scope to the appropriate Dev Team or Project Manager for resolution.

Maintained clear communication to ensure timely issue resolution.