Customer Support

• Develop and manage multi-lingual email and SMS text communications, utilizing graphics, HTML, CSS, Apache FreeMarker, and other digital assets
• Skilled proficiency in HTML, Cascading Style Sheets (CSS), and Apache FreeMarker
• Graphic design skills with experience in Adobe Creative Cloud applications
• Experience including dynamic field population and HTML/CSS template customization
• Ability to perform quality assurance (QA) testing to ensure accuracy and adherence to company and brand standards and functionality of email and SMS text template components
• Organize and facilitate meetings and working sessions for various projects, ensuring clear communication of project goals and timelines
• Document and escalate issues and enhancements for internal teams' review and resolution, ensuring thorough follow-up
• Partner with team members to ensure timely project completion and deliverables
• Conduct audits to maintain accuracy in data quality, software, processes, and documentation
• Monitor and analyze client feedback, identifying trends and areas for service improvement
• Support change management efforts, ensuring smooth transitions during system updates and new feature deployments
• Assist with risk management initiatives, identifying and mitigating potential issues related to system performance, data and legal integrity, and/or customer satisfaction
• Contribute to the identification and implementation of process improvements that enhance operational efficiency and customer experience
• Perform data entry tasks as required and generate reports from various systems as necessary
• Perform additional duties as needed to support the overall success of the Business Operations team
• Collaborate with internal stakeholders and clients to ensure brand consistency, legal compliance, and compatibility in non-solicitation digital communications
• Communicate updates on new product features and enhancements deployed in production environments to relevant stakeholders
• Provide assistance to internal and external clients via email, ensuring timely and effective resolution of inquiries
• Create PowerPoint presentations, charts, and graphs to communicate insights effectively to stakeholders
• Develop and maintain an internal knowledge base to ensure up-to-date and relevant information is accessible to both clients and internal teams
• Collaborate with cross-functional teams (e.g., Engineering, Product, Support) to resolve complex client issues and improve user experience

Senior Technical Customer Care Specialist – Xtime

Customer Support Representative, Healthcare

Director, Customer Support

NOC Customer Support Supervisor

Customer Support Specialist

Customer Care Supervisor