Kinga Sandecka

• Constant, live communication with global customers via Intercom and Hubspot
• Helping clients to: successfully manage proof creation, set single sign-off with teammates, perform multi-stage approvals, and work with templates for workflows.
• Assisting clients during various integrations with applications such as monday.com, Asana, Google Drive
• Providing customer support during the process of embedding Ziflow's features in applications using robust API solutions
• Troubleshooting files in Acrobat Pro: helping customers with colour discrepancies, security settings on the PDF file, embedding non-standard fonts, flattening/optimizing the file, and object overlapping.
• Helping the customer to rasterize PDF files in CMYK and RBG blending spaces
• Troubleshooting on the Backend using app metadata and Raw JSON
• Reporting bugs and ensuring that the problem is quickly resolved by the developers
• Replicating customer issues related to the proofing software
• Managing customers’ subscriptions, paid accounts and trials
• Using systems and platforms such as Gmail, Slack, Jira, Intercom, HubSpot, Auth0, Chargify, Skype, BrowserStack, Acrobat Pro, Support inbox, Zoom, Admin tool, Product Board
• Collaborating with the Development team to integrate customer information into pertinent tools
• Working as the middleman between customer success, sales, marketing and finance teams

Working on the Lasership project

• Successfully executed project operations in English while collaborating with international clients, focusing on seamless parcel delivery across the Eastern Coast of the US.
• Advanced and smooth communication with customers via AWS and Salesforce platforms.
• Managed over 50 customer calls per day.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.

Working on the WatchGuard project

• Proficiently conducted project activities exclusively in English, collaborating with clients spanning diverse global locations and time zones. The project centers on delivering sophisticated network security solutions across various domains, including networks, Cloud, and wireless environments.
• Position of Technical Support Representative.
• Constant, live communication with customers via Vonage platform.
• Analyzing, evaluating and establishing urgency of all customer incidents.
• Gathering necessary technical data to begin support, including detailed problem descriptions, customer network details and WatchGuard configuration. Creating a ticket for each case.
• Translating and routing customer support requests into appropriate incident format and queue to prescribed technical support team.
• Assessing customer’s Support Contract status to determine support eligibility for hardware and configuration issues.
• Using systems and platforms such as Vonage, Salesforce, Confluence.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.