NIKOLE FOLEY

As a technical support engineer at Pelion, I was instrumental in establishing the first line support team. 1st Line support was a critical part of our service structure, as we were a customer’s first point of contact whenever they had a technical problem. Along with a colleague who started at the same time as me, I developed processes, workflows and strategies to ensure an excellent customer experience.

As a Technical Support Engineer, I was also responsible for troubleshooting and resolving technical issues related to SIM management, OpenVPN configurations, and DINA (Dynamic IP Address Management). I provided essential support to clients and internal teams and worked alongside Mobile Network Operators ensuring smooth network operations, system integrations, and high levels of customer satisfaction.

I worked with various systems, such as CRM where we integrated our own customer-built customer facing portal. We used hubspot daily, where we tracked service requests through a ticket system, JIRA management and answering telephone calls through Teams.

Day to day tasks included:

• Sim management - Managed and supported SIM card provisioning, activation, and troubleshooting, ensuring seamless connectivity for both corporate and customer devices.
• OpenVPN support – Working alongside our level 2 and 3 engineers we were able to get training in configuring, maintaining and troubleshooting any OpenVPN issues. We were able to provide technical support for OpenVPN instances to ensure secure, stable, and reliable connections for remote users and clients. If we could not troubleshoot a problem fully, we were able to escalate this to our senior engineering team.
• Service desk support - Managed the company’s Service Desk operations, providing timely resolution for customer issues, escalating complex problems to senior teams, guides. Trained and supported internal teams on using CRM and Service Desk tools effectively, resulting in enhanced team collaboration and faster issue resolution.
• Troubleshooting - Expertise in diagnosing and resolving issues within CRM, Service Desk platforms, and custom-built solutions. We would identify problems within our portal from customer tickets / feedback and raise this to our development team by raising a JIRA.
• Created and maintained comprehensive documentation related to troubleshooting procedures, network configurations, to improve team efficiency and customer satisfaction.

• While in my role at Easee I have gained a wide knowledge not only around electric vehicle chargepoints, but also the vehicles themselves
• I've also learned about the installation process, and the aftercare
• I talk the customers through each section of the survey, and give them information on the Distribution Network Operator (DNO) process
• Day to day, I deal with a Motability's customer journey
• I take both inbound and make outbound calls, advising on the survey steps to have a charger installed
• I also deal with installation partner's directly, going through installation routes and what's best for the customer
• In order to do this I use systems such as Jumptech and Zendesk
• Recently, I have started doing additional tasks such as approving / declining additional costs for Motability customers jobs
• I use Microsoft excel for this, and update the spreadsheet everyday
• This also gives me a better understanding of how a job is done, and the costs it takes to do so
• I also deal with technical queries, as the queries are growing daily
• I help with Motability customer queries, and I also deal with second line team tickets as well
• I either help with these queries over the phone, or on Zendesk
• Problem solving, and using our back office cloud system has been great for me and it is something I thoroughly enjoy
• The cloud is our system where we are able to see all charger information, and change any settings / send commands
• I go through troubleshooting with customers either over the phone, by a ticker raised or web-chat and give the most accurate diagnostic information
• The different charging issues can stem from, overheating, scheduling issues, a dead unit or even the install itself
• If a fault cannot be fixed remotely, I would be able to communicate effectively with our installation partners, to escalate and get an engineer out promptly.
• I also keep myself up to date with new products, or software
• During my time at Easee we released a new product which helps load balance the electricity in homes, knowledge of this was essential, as every Motability install this is included a load balancer.
• My knowledge grows daily, and I have a much better understanding on how the Easee chargers work and how the installs are carried out
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

• I gained a wide knowledge of telecommunications, while in my role at Yellowcom, I am responsible with giving customers technical support for their broadband and phone system
• I took around 50 calls a day, giving advice and helping customers get back online
• Helping customers get back online takes a lot of patience, and good problem solving skills which I have, you have to think on your feet, and help customers understand their setups
• I have learned to work apart of a team at Yellowcom, as I work along with engineers, our sales, provisioning and finance team as well
• Working alongside the engineers, I get to book their diaries and send them on faults if I can't rectify a problem remotely
• I used integrated CRM as a system to raise support tickets, and aim to meet SLA's
• I also dealt with iPecs Cloud and Horizon
• I worked closely with Gamma, Pragma, Openreach and other companies
• Yellowcom also gave me some sales experience, as I also sell mobile phones and sim cards to customers
• I would talk them through the best models and deals, which suits them
• While working apart of the support team, I also had to understand billing
• I managed payment processing, invoicing and in some cases collection tasks
• I communicated with clients, and talked them through any billing queries they had
• I carefully reviewed any errors, and came up with a resolution quickly
• Crediting back accounts was also part of this

• In my role at Tesco Bank I dealt with a variety of calls & queries
• The main focus in my department was fraud
• I dealt with customers reporting fraud on their credit cards and educate them on how to be safer when spending online
• Although it is a very process based job, customer service is a huge part of it as well
• When fraud queries are raised, within my team we thoroughly investigated any suspicious activity, and potential fraud
• Customers would raise fraud cases with us by phone, where we would review transactions and look at any fraud themes
• Our system also automatically flagged fraud, and we would also have to outbound these customers to do a fraud check and this allowed up to prevent or deter any cases of financial fraud
• In our role, we also had the task of profiling accounts, make sure all the information matched who we spoke to
• We questioned these customers without influencing their answers, or making them feel interrogated
• I worked on around 6/7 different systems at the one time, wether it be our call systems, fraud systems or excel and I feel that has made me very computer literate

• Provided professional customer support to clients regarding billing inquiries, meter readings, account details, and energy usage. Addressed concerns and resolved discrepancies to ensure customer satisfaction.
• Assisted customers with understanding their energy bills, explaining charges, and offering payment solutions. Managed requests for bill adjustments or payment extensions when necessary.
• Guided customers in providing accurate meter readings over the phone, email, and live chat, ensuring proper billing, and identifying discrepancies between readings and charges.
• Effectively managed complaints and service issues, taking ownership of customer concerns, and escalating them to relevant departments when needed. Customers understand how to read their meters and provided tips on saving energy to lower costs, thereby improving customer satisfaction and engagement.
• Accurately input and update customer information into the company's CRM system, ensuring all account details, readings, and billing information are correct and up-to-date.
• Worked closely with other departments, including billing and technical support, to resolve customer issues quickly to meet and exceed monthly customer satisfaction targets.
• Ensured adherence to industry regulations and company policies when interacting with customers and handling sensitive information.