Isabella Johnson

Provided high-quality product support for Klaviyo customers via email and live chat, resolving technical and non-technical issues across a range of e-commerce and marketing platforms.

Developed in-depth platform knowledge and communicated effectively with users of varying technical ability.

Diagnosed software issues, guided users through troubleshooting, and documented resolutions.

Worked collaboratively while adapting to evolving product and customer needs.

- Coordinate, organize, plan and support all operational activities needed to support the successful completion of repairs, including managing and supporting the customer pickup process

• In partnership with the Operations team, manage and track service part inventory and part orders

• Advanced level of troubleshooting MacOS software issues in a customer service environment
• Managing over 20 support interactions per day
• >96% Same Unit Repairs completed
• Certifications and tenured experience repairing desktop, portable, and all other Apple products and devices
• Exceptional IT skills and knowledge
• Outstanding IT Sales experience

• Support the leadership team to create an engaging work environment for all employees
• Championing the employee experience by supporting people processes, ensuring the team meets in-store learning initiatives
• Co-ordinator of the Recruitment process externally and internally
• Responsible for administration involving time management systems, store budgeting, and wellness initiatives

• Performing hardware repairs on iOS devices
• Mentoring Technical Specialists on technical and customer service issues
• Experience analysing and solving technical problems through significant technical expertise.