• Ensure fast response and assistance to users via Helpdesk tools (TG group, Zendesk Support & Chat, SM mentions); • Facilitate all B2C user interactions with the company and increase user retention by delivering high-end and customer-oriented support. • Increase the quality and chat success rate and tailor solutions to clients' needs.

• Administration and 2nd level support of corporate applications. • System and process monitoring • Incident and problem handling in complex and distributed application environments.

• Provide 1st and 2nd level support regarding hardware and software issues in English and Spanish by phone and ticketing system (Salesforce) • Document issues and provide solutions in and timely manner. • Analyze and implement improvements in customer support workflows, processes, tools, and systems in order to drive improvements to customer experience and reduce cost.

• Served customers by providing product and service information and resolving product and service problems. • Attracted potential customers by answering products and practical questions like shipping information. • Opening and handling customer accounts by collecting data using Salesforce.