Verizon/Yahoo Small Business Product Support

Title: Product Support Specialist Account Management

Location: Hillsboro, OR

Start Date: April 2016

End Date: February 2018

Duties:

• Responded to an average of 25 inbound technical support calls, emails, and live chats daily from high-grossing, managed Yahoo Small Business clients.

• Assisted with onboarding of new merchants to the Yahoo Small Business platform.

• Engaged in real-time troubleshooting and managed communication with both technical and non-technical users

  for e-commerce stores, web hosting, domain management, and business email.

• De-escalated irate customers at the executive level and partnered with the Better Business Bureau (BBB) and attorneys to settle concierge issues.

• Monitored and addressed questions or concerns posted on social media sites such as Facebook, Facebook Messenger, Twitter, Tumbler and, WhatsApp.