Sara Cubillos Rojas

Frontend and Backend troubleshooting through HTML, CSS, JavaScript, Java, performing queries using PostgreSQL and OracleSQL, JAVA stack trace analysis.
Drafted, reviewed, and issued product bugs/fixes into the Knowledge Base using the client tracking system Salesforce.com

Tickets, and Knowledge base articles created with Atlassian JIRA and Confluence.
Close work with Tier3, DevOps, DataBase teams in order to find the best resolution possible for each ticket.

Support global Enterprise Google customers in their needs providing Chat, Email and Phone technical support with different platform issues as tier 1 and tier 2 support with advanced troubleshooting, issue identification, issue isolation, testing, using developer tools getting and checking logs and more. Use of Google and Salesforce environment to provide immediate resolutions as possible or report bugs with the Google Workspace Services.

Find users additional feature needs to upgrade their subscription. For a Technical Support with Sales skills.

Audit and review customer service interactions by ensuring compliance to the client's policies on each transaction using problem solving skills.
Attend to the calibration meetings and provide inputs to other Quality Analysts and Service Delivery team members.

Report and escalate incidents that imply a violation to the Code of Business Conduct established by AT&T and other internal regulations.
Provide feedbacks to outliers and bottom performers.

Provide support to the customer service agents. Assist as a Team Leader backup, by approving adjustments, making sup callbacks and guiding consultants through the upsell process.