Summary
Work History
Education
Skills
Languages
Timeline
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Erika Briggith

Erika Briggith

Senior Technical Support Engineer
Bogota,HUI

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Work History

Senior Technical Support Engineer

3PL Systems
Tustin, CA
06.2024 - Current
  • Troubleshoot and resolve advanced technical issues for clients and internal teams
  • Serve as a subject matter expert and stay updated with industry trends
  • Manage critical incidents, ensuring quick resolution and minimal impact
  • Communicate effectively with customers, providing clear solutions and updates
  • Identify and implement process improvements to enhance support efficiency
  • Create and maintain accurate technical documentation and knowledge base entries
  • Gather customer feedback to drive product improvements and quality
  • Monitor system performance and conduct routine maintenance
  • Work with other departments and third-party teams to resolve issues
  • Handle escalations and ensure high-priority issues are addressed promptly.
  • Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
  • Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.

Technical Support Engineer

HubSpot
  • Provide high-quality technical support
  • Address and resolve issues related to CRM errors, integrations, API, reports, workflows, CSS code, SQL, etc
  • Deliver exceptional customer service and support, ensuring a positive customer experience
  • Maintain accurate records of customer interactions and issues for continuous improvement
  • Assist with onboarding new services to enhance customer experience and empowerment
  • Thrive in a fast-paced, customer-focused environment, adapting to various technical and service challenges.

Tech Support Associate

Staffing Abroad
  • Deliver detailed and effective technical support aligned with organizational goals
  • Utilize data-driven insights to optimize IT infrastructure and tools for improved efficiency
  • Ensure client satisfaction by meeting their technical requirements through effective negotiation
  • Facilitate communication between clients and the product team to address enhancement requests.

Technical Support Specialist

COX
  • Diagnose and resolve complex network issues to ensure uninterrupted service
  • Optimize telecommunications devices for enhanced performance and reliability
  • Provide advanced support for VoIP and data services, ensuring seamless communication
  • Perform advanced diagnostics to identify and address technical problems efficiently
  • Ensure adherence to industry regulations and standards in all technical processes
  • Stay updated on emerging technologies to improve service delivery and customer experience
  • Deliver exceptional customer experiences through proactive support and continuous improvement.

Backup Leadership Support Specialist

Walmart
  • Seamlessly step into leadership roles to ensure continuity during transitions
  • Leverage strong customer management skills to maintain high customer satisfaction
  • Apply extensive product knowledge to address customer issues and guide the team
  • Make effective decisions to resolve challenges and drive operational success
  • Identify and address issues quickly to minimize disruptions and enhance efficiency
  • Foster a collaborative environment to ensure team cohesion and success
  • Maintain high operational standards during leadership transitions to ensure smooth workflows.

Customer Support Representative

Walmart
  • Deliver exceptional support through various communication channels (e.g., phone, email, chat)
  • Address and resolve customer inquiries efficiently to ensure satisfaction
  • Oversee and manage customer orders, ensuring seamless processing and fulfillment
  • Continuously focus on improving the overall customer experience
  • Commit to maintaining high levels of customer satisfaction as a core focus
  • Contribute to shaping the future of retail through excellent service and forward-thinking solutions.

Education

Computer Science - Phyton Course -

Khan Academy

Computer Programming - Javascript and the web - undefined

Khan Academy

HubSpot CRM certifications - undefined

HubSpot Academy

SQL - undefined

Khan Academy

Humanistics Teacher - undefined

Universidad Pedagogica Nacional

Microsoft Office and Data Bases - undefined

British Council

Skills

Advanced Troubleshooting

CRM Systems Management

API Integrations & POSTMAN

Software Testing

SQL & Database Skills

Networking & System Admin

Ticketing System Management (JIRA, Zendesk)

Customer Service Excellence

Documentation & Reporting

Collaboration & Communication

Hubspot

Zendesk

SalesForce

Velocify

SaaS

TMS

BrokerWare

SQL

Microsoft Office and Office 365

CSV

Postman

XML

Microsoft Azure

API

AWS

Slack

Meetings

Teams

Zoom

Team Viwer

AnyDesk

Loom

Technical Support

Technical Troubleshooting

System Troubleshooting

Problem-Solving

Teamwork and Collaboration

Languages

English
French
Spanish

Timeline

Senior Technical Support Engineer

3PL Systems
06.2024 - Current

Technical Support Engineer

HubSpot

Tech Support Associate

Staffing Abroad

Technical Support Specialist

COX

Backup Leadership Support Specialist

Walmart

Customer Support Representative

Walmart

Computer Science - Phyton Course -

Khan Academy

Computer Programming - Javascript and the web - undefined

Khan Academy

HubSpot CRM certifications - undefined

HubSpot Academy

SQL - undefined

Khan Academy

Humanistics Teacher - undefined

Universidad Pedagogica Nacional

Microsoft Office and Data Bases - undefined

British Council

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Erika BriggithSenior Technical Support Engineer