• Provided customer eCommerce sales support via chat, tickets, and e-mails to clients in The United States and Europe. • Kept open communication between the departments to resolve any issues. • Answered questions regarding products. • Handled complaints, refunds and returns. • Collected client’s feedback and analyzed how the client’s experience could be improved. • Remote position.

• I was able to identify, document, research, troubleshoot and escalate issues to ensure timely resolution. • Identified and categorized issues to provide a root cause analysis. • Developed workarounds for business users until upcoming releases or emergency patches were available. • Active ticket ownership, ensuring a timely response, follow-up, and communication with any involved party in order to find a quick solution. • Ensuring compliance with service level requirements. • Participated and facilitated knowledge sharing between support, development and IT service delivery teams. • Kept knowledge base up-to-date. • Actively contributed to the permanent improvement process.

• Technical Account manager for eCommerce / trading solutions (Magento) and software development resources, with a focus in the US and EU markets (B2B). • Liaison between clients and developers in order to help the customers create custom-built exclusive web stores, web-based applications, and/or functional modules. • Provide assistance to clients, collecting feedback data, implementing best practices in the industry, and being of guidance through the whole process cycle in order to help the customer meet their business goals. • Helping clients exploit every opportunity in the entire eCommerce process providing advice on best extensions or modules, depending on their business model. •Handling of technical support tickets, troubleshooting 1st level incidents, escalation to different development teams. • Go through the demos together with the clients. • Remote position.